Predictors of Citizens' Satisfaction and Trust in Police as a Function of Good Governance and Cooperative Culture

Abstract

The role of police institutions in developing law-and-order situations and protecting citizens’ lives and valuables is of immense importance worldwide. Based on the social learning theory, the current study examines the extent to which police performance, accountability, and moral alignment with the community develop and enhance the trust among the citizens via an underlying mechanism of their satisfaction level with police institutions based on their services’ delivery. Data were collected from the citizens of various administrative units in Jakarta, Indonesia. Structural equation modeling using SmartPLS 3.3.3 software was applied to assess the variables' psychometric properties and verify the study's hypothesized links. The results revealed the significant and positive impact of police performance, accountability, and alignment with moral values on citizens' trust directly and via an underlying mechanism of citizens' satisfaction. However, the intensity of the results varied, and the accountability of the police was the strongest predictor of citizens' trust. In addition, the current study brings valuable insights for academicians and practitioners to focus more on training police officials to make them responsible for fulfilling their obligations towards the citizens based on their higher level of recognition of accountability towards the nation.

The Mediating Role of Perceptions of Municipal government Performance on the Relationship between Good Governance and Citizens’ Trust

“…The result of this study supports prior research ndings (seeRudhanto, 2022). The results suggested how crucial it is to recognize perceived accountability as a positive predictor of citizens' trust in municipal authorities and how valuable it is for local authorities to restore and win over local citizens' trust in the municipal administration.Likewise, in line with prior research, PTP positively and signi cantly in uences CTM (seeRudhanto, 2022). This implies that local government authorities get more trust and con dence from the citizenry when they practice transparency in their daily operations and activities.…”

“…Moreover, He and Ma (2021) reported that the perceived performance of government institutions mediates the relationship between public participation and citizens' trust. Similarly, accountability is positively and signi cantly associated with the perceived local government performance (Rudhanto, 2022;Demir et al, 2019). Likewise, Porumbescu (2017) found that transparency positively relates to the perceptions of public sector performance.…”

“…Several recent study ndings have reported that accountability is essential to enhancing citizens' trust in local authorities . Similarly, accountability practices impact citizens' trust in local authorities (Rudhanto, 2022;Ruslan, 2022). Accountability relates to how the public authority allocates resources and makes signi cant policy decisions and how this information is shared with the public (Mansoor, 2021).…”

“…Although existing research has shown the signi cant impact of good governance practices on trust, there is a scarcity of literature investigating how good governance practices can impact trust in local authorities in developing countries (Hartanto & Siregar, 2021;Mansoor, 2021). In addition to the imperative of good governance in boosting citizens' trust in public sector institutions, a recent study highlighted the importance of institutions' perceived performance in the citizens' trust in such institutions (Rudhanto, 2022). Similarly, Gold nch et al (2022) argued that local government performance remains the important critical antecedent of trust.…”

Integrity and Policing: An Analysis of Individual Traits and Organizational Characteristics

“…Personal norms and values are referred to as characters and the values one brings up (Antrobust et al, 2019). Studies have demonstrated that the effects of norms on an individual's behaviour vary among individuals with different levels of moral values (Celestin & Kruschke, 2019;Rudhanto, 2022).…”