Citizen Satisfaction and Traffic Police: Theoretical, Managerial, and Policy Implications of Using a Telegram Channel

This study examines the effect on a municipality’s traffic police of using a Telegram channel as a community information service. Applying Structural Equation Modeling (SEM) to 388 users of the traffic police Telegram channel, the findings reveal that citizens’ satisfaction with the Telegram channel is positively associated with their trust and overall satisfaction with the Traffic Police. This trust and satisfaction in turn enhance the perceived external prestige of the police. The study also outlines theoretical, managerial, and political implications, and concludes with a discussion of limitations and future research opportunities.