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Interactivity, Serviceability and Responsivity as Predictors of Police Service Satisfaction: Moderated by Citizen Journalism in Jakarta, Depok and Bekasi
Open AccessJournal Type: Research ArticleSubject: Social Sciences & PsychologySubject Field: Social SciencesVolume:190, Issue: 1, February, 2026Publish Date: 12 February 2026

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Pages: 197-210

Abstract

This study aims to analyse the influence of interactivity, serviceability and responsivity on public satisfaction, as well as the role of citizen journalism as a moderator in the context of police services in Jakarta, Depok and Bekasi. The research method used is a quantitative approach with a survey technique involving 430 respondents who have received driver's licence and/or vehicle registration certificate issuance or renewal services. The data were analysed using the Partial Least Squares-based Structural Equation Modelling (PLS-SEM) method with the assistance of SmartPLS 3.0 software. The results showed that interactivity, service ability and responsivity had a significant effect on citizen satisfaction through citizen journalism. These findings confirm the importance of the role of citizen journalism in strengthening accountability and public involvement in public services.

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