THE ROLE MEDIATING OF TRUST IN THE EFFECT OF SERVICE QUALITY AND E-WOM ON REVISIT INTENTION AT COMMAND CENTRE 112, GRESIK REGENCY

Abstract

This study aimed to examine the effects of Service Quality and Electronic Word of Mouth (E-WOM) on Revisit Intention through Trust as a mediating variable in Command Centre 112 Gresik Regency. The study employed a quantitative approach, with data analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM) through SmartPLS 4. The results showed that Service Quality had a positive but insignificant effect on Revisit Intention, while E-WOM had a positive and significant effect on Revisit Intention. Furthermore, Service Quality and E-WOM had positive and significant effects on Trust, whereas Trust had a positive but insignificant effect on Revisit Intention. The mediation analysis indicated that Trust did not significantly mediate the relationship between Service Quality and Revisit Intention or between E-WOM and Revisit Intention. These findings indicate that E-WOM plays a more prominent role in encouraging users’ intention to reuse Command centre 112, while Service Quality contributes more significantly to building Trust. Therefore, the Government of Gresik Regency is encouraged to strengthen digital dissemination of information through community-based communication channels, particularly WhatsApp groups at the neighbourhood, hamlet, village, and sub-district levels, while continuously improving service quality to strengthen public trust and support the sustainable utilization of the 112 emergency services.