Building Public Satisfaction through Trust:

The Roles of Service Performance, Community Policing, and Technology Integration

Abstract

Public satisfaction with law enforcement and public service institutions has become an increasingly critical issue in governance, particularly in contexts where institutional legitimacy is contested. This conceptual paper proposes a framework that integrates service performance, community policing, and technology integration as antecedents of public satisfaction, with trust serving as the central mediating construct. Drawing on Institutional Trust Theory and Expectation-Confirmation Theory, the study argues that operational efficiency, inclusivity, and technological transparency are necessary but not sufficient conditions for sustaining citizen satisfaction. Instead, trust functions as the key mechanism that channels these institutional practices into lasting perceptions of legitimacy and confidence. Service performance is contributed by ensuring responsiveness and professionalism, while community policing enhances inclusivity and citizen engagement. Technology integration adds value by fostering transparency and efficiency; nevertheless, its ultimate effectiveness depends on the degree of institutional trust it generates. The proposed framework positions trust as both an outcome of institutional practices and a mediator that transforms performance and engagement into satisfaction. This paper makes theoretical contributions by combining operational, relational, and technological dimensions within a unified trust-based model of satisfaction. Practical and policy implications include the need for continuous investment in service performance, the institutionalization of community policing programs, and the responsible integration of digital technologies. By highlighting trust as the linchpin of satisfaction, this conceptual study guides future empirical research. It offers a pathway for strengthening legitimacy in public service delivery.