Tanggungjawab memastikan keselamatan dan ketenteraman awam memerlukan Polis Diraja Malaysia (PDRM) menjalinkan hubungan yang kukuh dengan masyarakat, membolehkan penyampaian perkhidmatan berkesan yang memenuhi harapan rakyat. Antara perkhidmatan awam penting yang disediakan oleh PDRM ialah kaunter pertanyaan di balai polis, termasuk jabatan polis trafik, yang berfungsi sebagai titik hubungan kritikal antara orang ramai dan penguatkuasa undang-undang. Kualiti perkhidmatan di kaunter ini secara signifikan membentuk imej dan kepercayaan orang ramai terhadap organisasi. Maka, isu kajian yang ini adalah berkaitan kualiti perkhidmatan di kaunter pejabat pertanyaan di balai polis, khususnya balai polis trafik, yang berpotensi menjejaskan imej Polis Diraja Malaysia (PDRM) serta kepuasan masyarakat dalam mendapatkan bantuan dan menyelesaikan urusan keselamatan dan ketenteraman rakyat. Kajian ini bertujuan untuk menilai kepuasan pengadu dalam melaporkan kemalangan jalan raya dengan mengadaptasi model SERVQUAL. Pendekatan kuantitatif telah digunakan menggunakan soal selidik berstruktur, dengan maklum balas daripada 380 individu yang membuat laporan kemalangan jalan raya di Bahagian Siasatan Penguatkuasaan Trafik Daerah (BSPTD) Kajang. Data dianalisis menggunakan statistik deskriptif dan inferensi. Oleh itu, dapatan kajian menunjukkan tahap kepuasan yang tinggi dalam kalangan pengadu terhadap kualiti perkhidmatan yang diberikan, dan hubungan positif yang signifikan didapati antara dimensi kualiti perkhidmatan dan kepuasan pengadu. Kesimpulannya, kepuasan pengadu sangat dipengaruhi oleh kualiti perkhidmatan barisan hadapan yang disampaikan oleh pegawai polis dan anggota pentadbiran. Kajian itu mencadangkan bahawa penambahbaikan berterusan dalam penyampaian perkhidmatan di BSPTD Kajang dapat meningkatkan lagi kepercayaan orang ramai dan kualiti keseluruhan hubungan polis-masyarakat. Wawasan ini penting untuk membimbing penambahbaikan strategik dalam penyampaian perkhidmatan awam PDRM.

Abstract: The responsibility of ensuring public safety and order requires the Royal Malaysia Police (PDRM) to establish strong relationships with the community, enabling effective service delivery that meets citizens' expectations. Among the essential public-facing services provided by PDRM is the inquiry counter at police stations, including traffic police departments, which serve as critical points of contact between the public and law enforcement. The quality of service at these counters significantly shapes the public image and trust in the organization. Therefore, the research issue concerns the quality of service at the inquiry counters in police stations, particularly the traffic police stations, which has the potential to affect the image of the Royal Malaysia Police (PDRM) as well as the public’s satisfaction in receiving assistance and resolving matters related to public safety and security. This study aims to assess complainant satisfaction in reporting road accidents by adapting the SERVQUAL model. A quantitative approach was employed using a structured questionnaire, with responses from 380 individuals who lodged traffic accident reports at Kajang District Traffic Enforcement Investigation Division (BSPTD). The data were analyzed using descriptive and inferential statistics. Findings indicate a high level of satisfaction among complainants with the service quality provided, and a significant positive relationship was found between service quality dimensions and complainant satisfaction. In conclusion, complainant satisfaction is strongly influenced by the quality of frontline services delivered by police officers and administrative personnel. The study suggests that continuous improvements in service delivery at Kajang BSPTD could further enhance public trust and the overall quality of police-community relations. These insights are crucial for guiding strategic improvements in PDRM's public service delivery.

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