<![CDATA[This study aims to examine the moderating role of citizen journalism in the relationship between service quality and public satisfaction with police services in Indonesia. The uniqueness of this study lies in the use of citizen journalism as a moderator variable in the model of police service satisfaction, a topic that has been studied very rarely in Indonesia. The study employs a quantitative approach using primary data. The validity and reliability of the instrument were tested using SPSS version 25 on 30 respondents. Data collection was conducted both offline and online among the public (university faculty members) who had previously received services related to the issuance or renewal of driver’s licenses and/or vehicle registration certificates in the Jakarta, Depok, and Bekasi (Jadebek) areas. A total of 430 out of 450 potential respondents met the criteria and were contacted using purposive sampling. Data analysis was performed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) via SmartPLS. The results show that integrity, interactivity, responsiveness, and service capacity influence public satisfaction both directly and indirectly through citizen journalism. Similarly, integrity, interactivity, responsiveness, and service capacity influence citizen journalism. Citizen journalism influences public satisfaction. Transparency doesn’t significantly influence citizen journalism or public satisfaction. Similarly, citizen journalism doesn’t moderate the relationship between transparency and public satisfaction. This study is limited to respondents who are university lecturers and have received driver’s license and/or vehicle registration services in the Jakarta-Bogor-Bekasi region; therefore, generalizing the findings to other regions or population groups should be done with caution.]]>
