Interactivity, Serviceability and Responsivity as Predictors of Police Service Satisfaction: Moderated by Citizen Journalism in Jakarta, Depok and Bekasi

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.