Trust In Institutional Information Products: A Multidimensional Model Of Integrity, Benevolence, Ability, Social Validation, And Self-Confirmation in Organizations

ABSTRACT : Digital transformation has reshaped public interaction with institutions, making trust in police information services vital for institutional credibility. This study analyzes how netizens perceive the Banten Regional Police’s digital information services by examining five key variables: competence and professionalism, organizational goodwill, integrity and Consistency, social validation, and suitability of intentions, along with external influences such as endorsement heuristics. Using a quantitative descriptive approach with a case study Design, data were collected from 171 netizens through online questionnaires and analyzed using descriptive statistics and multiple linear regression (SPSS 29). Results show that all five variables and endorsement heuristics significantly influence public trust. Findings emphasize the importance of transparency, accountability, professionalism, and effective management of external influences to strengthen public trust and support digital communication strategies that enhance positive public engagement and institutional reputation in the digital era.

KEYWORDS: Digital transformation; Public trust; Police information services; Competence and professionalism; Organizational goodwill; Integrity and Consistency; Social validation; Endorsement heuristics