本研究以台南市東區派出所為例進行問卷研究，以PZB模式為理論基礎，選擇可靠性、保證性、關懷性與反應性等四個構面發展問項，問項納入與民眾互動頻繁的項目，如警政勤務中的值班報案、巡邏，以及民眾至派出所申辦事項等，來探討台南市東區派出所服務品質現況。經由問卷調查與統計檢定分析，本研究發現：
一、整體而言，「民眾對派出所服務的期望」與「警政主管所認知的民眾對派出所服務的期望」無顯著差異。
二、整體而言，「民眾對派出所服務的期望」與「民眾對派出所服務的認知」有顯著差異。
三、台南市東區各派出所的服務品質沒有顯著差異，建議改善下列服務品質項目，期能有助提升派出所服務品質。
(一)派出所員警應盡責地提供該有的服務，不推諉
(二)員警應認真的處理民眾的問題，不敷衍
(三)民眾報案時，員警應告知相關流程與法律上的權利義務
(四)員警應告知受理案件的後續處理程序
(五)民眾向派出所員警洽公時覺得安心
(六)員警應保護民眾生命、財產與隱私權等方面之安全
(七)派出所員警的行為表現讓民眾有信心
四、就下列人口統計變項而言，民眾對派出所服務的認知有差異。
(一)男性比女性較滿意派出所的服務。
(二)20歲以下的民眾比21歲以上的民眾較滿意派出所的服務。
(三)高中(職)教育程度的民眾，相對於大學(專)以上教育程度的民眾，較不滿意派出所的服務。
(四)近五年有派出所刑事報案經驗的民眾，相對於近五年沒有刑事報案經驗的民眾，較不滿意派出所的服務。
(五)近五年刑事報案不順遂的民眾，相對於近五年刑事報案順遂的民眾，較不滿意派出所的服務。
但，本研究發現無論民眾為何種婚姻狀態、是否為單親家庭、有無子女、有無與他人同住等，對派出所服務的認知沒有顯著差異。
五、就民眾認知方面，建議改善下列服務品質項目，期能有助於提升民眾於派出所刑事報案的服務滿意度。
(一)派出所員警應盡責地提供該有的服務，不推諉
(二)員警應認真的處理民眾的問題，不敷衍
(三)對民眾的問題或報案，員警應立刻協助
(四)民眾報案時，員警應告知相關流程與法律上的權利義務
(五)員警應告知受理案件的後續處理程序
(六)民眾向派出所員警洽公時覺得安心
(七)員警應保護民眾生命、財產與隱私權等方面之安全
六、男性警政主管比女性警政主管較滿意目前警政工作表現；派出所主管、市警局主管對於自身警政生涯目標或理想的實現程度比分局內主管來的高。

With PZB service quality model as theoretical basis, this study selects four relative important dimensions measuring service quality, which are reliability, assurance, empathy, and responsiveness. Of these four dimensions, the questions in each dimension are developed based on commonly encountered police services including patrolling and call-responding to explore the service quality of the police stations in East District of Tainan city. The research findings are as follows:
1.There are no significant difference between “citizens’ expectations” and “police supervisors’ perception of citizens’ expectations” toward police station services.
2.There are significant differences between “citizens’ expectations” and “citizens’ perceptions” toward police station services.
3.There are no significant difference between police station service quality in East district of Tainan City, but it is crucial for the enhancement of police station service quality with the improvement in these service quality items.
(1)Police should be responsible for providing all the neccessary services.
(2)Police should deal with citizens’ problems seriously.
(3)Police should notify the process and legal rights when citizens report.
(4)Police should inform citizens the follow-up solutions after reporting.
(5)Citizens will feel safe when contacting with police.
(6)Police should protect citizens’ right to life, property, and privacy.
(7)The behaviors of police instill confidence in citizens.
4.There are significant differences between “citizens’ perceptions” towards police station services among these characteristics.
(1)Compared to female, male is more satisfied with police station services.
(2)Compared to citizens above 21 years of age, citizens below 20 years of age are more satisfied with police station services.
(3)Compared to citizens with high school as their highest level of education, citizens above college degree are more satisfied with police station services.
(4)Compared to citizens having experiences reporting criminal crimes in recent 5 years, citizens having no experience reporting criminal crimes are more satisfied with police station services.
(5)Compared to citizens having difficulties when reporting criminal crimes, citizens having no difficulty when reporting criminal crimes are more satisfied with police station services.
5.It is crucial for the satisfaction enhancement of police station services with the improvement in these service quality items.
(1)Police should be responsible for providing all the neccessary services.
(2)Police should deal with citizens’ problems seriously.
(3)Police should provide prompt services for citizens’ query and report.
(4)Police should notify the process and legal rights when citizens report.
(5)Police should inform citizens the follow-up solutions after reporting.
(6)Citizens will feel safe when contacting with police.
(7)Police should protect citizens’ right to life, property, and privacy.
Another finding is that there is no significant difference between “citizens’ perception” no matter the marriage status, being single parent of not, having child or not, or having someone accompanied or not.
6.There are significant differences between “self-assessment items” of police supervisors among these characteristics.
(1)Compared to female, male police supervisors are more satisfied with their job performance.
(2)Compared to police supervisors in precinct, police supervisors in police stations and police department have more sense of fulfillment in their career goals.

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網路資源
1. 54新觀點(2018/08/17) https://www.youtube.com/watch?v=ZrApwMOHrCo
2. 聯合影音網(2018/01/11) https://video.udn.com/news/815161
3. 大台南新聞論壇 https://www.facebook.com/groups/805970672852213/
4. 台南人大小事 https://www.facebook.com/groups/1464670463850148/
5. 我是大台南人 https://www.facebook.com/groups/416409451797966/
6. 台南大小事 https://www.facebook.com/groups/114267722280838/
7. 台南市大小事 https://www.facebook.com/groups/1708195402732916/
8. 我住台南東區(討論交流版) https://www.facebook.com/groups/333231473868909/
9. 成大二手交流買賣 https://www.facebook.com/groups/384397068383429/
10.PTT台南版 https://www.ptt.cc/bbs/Tainan/index.html