Public perceptions of police service performance in Makassar: cultural and technological influences in an urban southeast Asian context

This study examines the public perception of police service performance in Makassar, Indonesia, one of the largest urban areas in Southeast Asia. Through a survey of 400 respondents, this quantitative study aims to investigate how the local community perceives police services in the city and the factors that influence these perceptions. Bridging studies of public trust, culture, and technological influence reveals some unique results, which reflects the importance of an integrated and responsive communication strategy to the socio-cultural dynamics of the Makassar community: (1) A reasonably positive level of public trust in the police, with more than half of the respondents giving good assessments of service performance and handling of security issues, coincided with a small number of people who are not satisfied with the services provided; (2) The vital role that technology plays in improving police transparency and accountability, with more than half of respondents finding complaints via social media, phone or online apps effective, therefore, signifying the pivotal role new technological platforms hold in shaping public perceptions; and (3) The local cultural values of Bugis Makassar, especially the concept of “Siri” (shame), were also found to have a significant influence on public perception of the police, with the majority of respondents having a high understanding of this concept and believe that cultural values can function as a problem-solving tool.