The importance of expectation fulfilment on domestic violence victims' satisfaction with the police in the UK

Purpose - This paper seeks to investigate what victims of domestic violence expect police to do for them, and how these expectations subsequently influence their levels of satisfaction. Design/methodology/approach - Structured interviews with 222 victims of domestic violence were conducted by staff from an integrated community-based service delivery agency in Cardiff, Wales. Multivariate analyses were performed to reveal the factors that contribute to domestic violence victims' satisfaction with the police. Findings - Consistent with the expectancy disconfirmation model, results indicate that the most important determinant of satisfaction is the extent to which victims' expectations about police behaviour and demeanour are fulfilled. Originality/value - The results of this study and implications for police policy are discussed.