Managing Citizen Support through Perceived Service Competence and Responsiveness The Mediating Role of Public Trust in Community-Based Fire Services
Keywords:
Keywords: Perceived Service Competence; Responsiveness; Public Trust; Citizen Support; Community-Based Fire Services.
Abstract
Community-based fire services play an important role in supporting public safety, particularly where emergency response relies on volunteer participation. This study examines the effects of perceived service competence and responsiveness on citizen support through public trust in community-based fire services in Banjarmasin, Indonesia. Using a quantitative explanatory design, data were collected from 82 respondents through purposive sampling and analyzed with Partial Least Squares–Structural Equation Modeling (PLS-SEM) using SmartPLS 3.0. The results indicate that perceived service competence and responsiveness have significant positive effects on public trust. Perceived service competence does not significantly affect citizen support, whereas responsiveness has a significant positive effect. Public trust also has a significant positive effect on citizen support and significantly mediates the effects of both perceived service competence and responsiveness on citizen support. These findings suggest that perceived service competence contributes to citizen support mainly through public trust, whereas responsiveness influences citizen support both directly and indirectly. The study highlights the importance of responsiveness and public trust in strengthening citizen support for community-based fire services.
References
REFERENCES
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Anggraini, L. P., & Sobari, N. (2023). The Mediation Role of Review Helpfulness, Customers Trust, and Brand Attitude Towards Positive e-WOM and Purchase Intention in Cosmetic Shopping Experience. Jurnal Manajemen Teori dan Terapan| Journal of Theory and Applied Management, 16(1), 38–51. https://doi.org/10.20473/jmtt.v16i1.42345
Askim, J., Bach, T., & Kolltveit, K. (2025). The professional profile, competence, and responsiveness of senior bureaucrats: a paired survey experiment with citizens and elite respondents. Journal of Public Administration Research and Theory, 35(1), 87–101. https://doi.org/10.1093/jopart/muae024
Beshi, T. D., & Kaur, R. (2020). Public Trust in Local Government: Explaining the Role of Good Governance Practices. Public Organization Review, 20(2), 337–350. https://doi.org/10.1007/s11115-019-00444-6
Chen, T., Liang, Z., Yi, H., & Chen, S. (2023). Responsive E-government in China: A way of gaining public support. Government Information Quarterly, 40(3), 101809. https://doi.org/10.1016/j.giq.2023.101809
Colibaba, A., Russell, E., & Skinner, M. W. (2021). Rural volunteer fire services and the sustainability of older voluntarism in ageing rural communities. Journal of Rural Studies, 88, 289–297. https://doi.org/10.1016/j.jrurstud.2021.08.016
Duray, R., Fan, Y., & French, M. (2025). Improving emergency service operations: the impact of organizational design and task environment. Journal of Humanitarian Logistics and Supply Chain Management, 15(3), 198–209. https://doi.org/10.1108/JHLSCM-05-2024-0066
Elkady, S., Hernantes, J., Muñoz, M., & Labaka, L. (2022). What do emergency services and authorities need from society to better handle disasters? International Journal of Disaster Risk Reduction, 72(December 2021), 1–25. https://doi.org/10.1016/j.ijdrr.2022.102864
Esaiasson, P., Gilljam, M., & Persson, M. (2017). Responsiveness Beyond Policy Satisfaction: Does It Matter to Citizens? Comparative Political Studies, 50(6), 739–765. https://doi.org/10.1177/0010414015626445
Fardan, M. K. F., Rachma Rizqina Mardhotillah, Azmil Chusnaini, & Reizano Amri Rasyid. (2026). Trust As Mediator Between Service Quality And Customer Satisfaction: Evidence From Courier Services In Surabaya And Sidoarjo. Jurnal Manajemen dan Inovasi (MANOVA), 9(1), 55–67. https://doi.org/10.15642/manova.v9i1.2320
Ghasemi, B., Kyle, G. T., & Absher, J. D. (2020). An examination of the social-psychological drivers of homeowner wildfire mitigation. Journal of Environmental Psychology, 70, 101442. https://doi.org/10.1016/j.jenvp.2020.101442
Guo, J., Zawawi, J. W. M., & Kamarudin, S. (2025). Identifying determinants for promoting public engagement via Chinese E-government TikTok in public health emergencies. Plos One, 20(6 JUNE), 1–21. https://doi.org/10.1371/journal.pone.0325967
Hampton, S., Anderson, H., Scantlebury, A., & Adamson, J. (2025). Home Fire Safety Visits by the Fire and Rescue Service: a qualitative study of the perspectives of firefighters, advocates and service leaders. BMC Public Health, 25(1). https://doi.org/10.1186/s12889-025-24429-x
Harabin, R., Wilk-Jakubowski, G., Wilk-Jakubowski, J., Kuchciński, A., Szemraj, A., & Świderska, W. (2025). Training of Volunteer Fire Brigades in Civil Protection and Crisis Management: Assessments and Applicable Recommendations Based on the Cracow Poviat in Poland. Fire, 8(7), 1–23. https://doi.org/10.3390/fire8070260
Hendriana, E., Anjani, S., Dennison, A., & Subhan, Z. N. (2022). a Mediation Analysis of Cognitive and Affective Customer Trust in Customer Loyalty Towards E-Marketplace. Jurnal Aplikasi Manajemen, 20(1), 181–195. https://doi.org/10.21776/ub.jam.2022.020.01.18
Houston, D. J., & Harding, L. H. (2013). Public Trust in Government Administrators: Explaining Citizen Perceptions of Trustworthiness and Competence. Public Integrity, 16(1), 53–76. https://doi.org/10.2753/PIN1099-9922160103
Huang, Y. H. C., Lu, Y., Choy, C. H. Y., Kao, L., & Chang, Y. tzung. (2020). How responsiveness works in mainland China: Effects on institutional trust and political participation. Public Relations Review, 46(1), 101855. https://doi.org/10.1016/j.pubrev.2019.101855
Hutahaean, M., Eunike, I. J., & Silalahi, A. D. K. (2023). Do Social Media, Good Governance, and Public Trust Increase Citizens’ e-Government Participation? Dual Approach of PLS-SEM and fsQCA. Human Behavior and Emerging Technologies, 2023. https://doi.org/10.1155/2023/9988602
Ito-Morales, K. (2024). Community-based fire management and beyond: Role and problems of volunteer fire department shōbōdan in japanese urban spaces and peri-urban forest environments. Trees, Forests and People, 16(March), 100531. https://doi.org/10.1016/j.tfp.2024.100531
Kitt, S., Axsen, J., Long, Z., & Rhodes, E. (2021). The role of trust in citizen acceptance of climate policy: Comparing perceptions of government competence, integrity and value similarity. Ecological Economics, 183, 106958. https://doi.org/10.1016/j.ecolecon.2021.106958
Kozjek, T., Zorec Klemenčič, U., & Umek, L. (2025). Volunteer Motivation in Firefighting Organisations: A Case of the Slovenian Firefighters Association. Fire, 8(6), 1–17. https://doi.org/10.3390/fire8060220
Krogh, A. H., & Lo, C. (2025). Intermediated Co-production of Emergency Response: How Non-profit Organizations Build Trust in Citizens. Voluntas, 36(2), 179–190. https://doi.org/10.1007/s11266-024-00706-y
Lanin, D., & Hermanto, N. (2019). The effect of service quality toward public satisfaction and public trust on local government in Indonesia. International Journal of Social Economics, 46(3), 377–392. https://doi.org/10.1108/IJSE-04-2017-0151
Lantz, E., Nilsson, B., Elmqvist, C., Fridlund, B., & Svensson, A. (2023). Serving the community while balancing multiple responsibilities – experiences of working as a paid part-time firefighter. International Journal of Emergency Services, 12(1), 17–28. https://doi.org/10.1108/IJES-03-2022-0018
Lijeblad, A., Borrie, W. T., & Watson, A. E. (2009). Determinants of trust for public lands: Fire and fuels management on the bitterroot national forest. Environmental Management, 43(4), 571–584. https://doi.org/10.1007/s00267-008-9230-3
Lim, C. H., & Kwak, D. H. (2022). Factors Influencing Public Trust in the Police in South Korea: Focus on Instrumental, Expressive, and Normative Models. SAGE Open, 12(1). https://doi.org/10.1177/21582440211068504
Linde, J., & Peters, Y. (2020). Responsiveness, support, and responsibility: How democratic responsiveness facilitates responsible government. Party Politics, 26(3), 291–304. https://doi.org/10.1177/1354068818763986
Liu, J., Skoric, M. M., & Li, C. (2024). Disentangling the relation among trust, efficacy and privacy management: a moderated mediation analysis of public support for government surveillance during the COVID-19 pandemic. Behaviour and Information Technology, 43(3), 551–570. https://doi.org/10.1080/0144929X.2023.2178830
Liu, L., Bouman, T., Perlaviciute, G., & Steg, L. (2020). Effects of competence- and integrity-based trust on public acceptability of renewable energy projects in China and the Netherlands. Journal of Environmental Psychology, 67(December 2019), 101390. https://doi.org/10.1016/j.jenvp.2020.101390
Mansoor, M. (2021). Citizens’ trust in government as a function of good governance and government agency’s provision of quality information on social media during COVID-19. Government Information Quarterly, 38(4), 101597. https://doi.org/10.1016/j.giq.2021.101597
Nilson, F., & Mankell, A. (2022). Is the perceived risk of fire-related injury and trust in local authorities affected by rescue services’ actual ability? Preventive Medicine Reports, 30(October), 102030. https://doi.org/10.1016/j.pmedr.2022.102030
Nunkoo, R., Ramkissoon, H., & Gursoy, D. (2012). Public trust in tourism institutions. Annals of Tourism Research, 39(3), 1538–1564. https://doi.org/10.1016/j.annals.2012.04.004
Palomo-Vélez, G., Perlaviciute, G., Contzen, N., & Steg, L. (2024). Trusting the minister or trusting the mayor? Perceived competence and integrity of central and local Dutch institutions governing energy matters. Environmental Research Communications, 6(4). https://doi.org/10.1088/2515-7620/ad3f7d
Parmar, B. L., Freeman, R. E., Harrison, J. S., Wicks, A. C., Purnell, L., & de Colle, S. (2010). Stakeholder Theory: The State of the Art. The Academy of Management Annals, 4(1), 403–445. https://doi.org/10.1080/19416520.2010.495581
Qin, Z., Liu, B., Cao, Y., Xu, C., & Zhang, J. (2025). Citizens’ expectations about public services: a systematic literature review. Humanities and Social Sciences Communications, 12(1), 1123. https://doi.org/10.1057/s41599-025-05357-y
Rasch, R., & McCaffrey, S. (2019). Exploring wildfire-prone community trust in wildfire management agencies. Forest Science, 65(5), 652–663. https://doi.org/10.1093/forsci/fxz027
Rosyadi, M. S. (2019). Extinguishing Fire, Igniting Tolerance: Fire Fighter Community, Civil Culture and Tolerance. Khazanah: Jurnal Studi Islam dan Humaniora, 17(1), 25. https://doi.org/10.18592/khazanah.v17i1.3022
Stasiewicz, A. M., & Paveglio, T. B. (2022). Exploring relationships between perceived suppression capabilities and resident performance of wildfire mitigations. Journal of Environmental Management, 316, 115176. https://doi.org/10.1016/j.jenvman.2022.115176
Subiyakto, B., Handy, M. R. N., Maulana, A., Azizah, N., & Pradana, R. P. (2021). Fire Mitigation in Densely Populated Settlements in Banjarmasin. The Kalimantan Social Studies Journal, 3(1), 10. https://doi.org/10.20527/kss.v3i1.4147
Syaharuddin, S., Handy, M. R. N., Jumriani, J., Faisal, M., & Maulana, I. (2020). The Values of Gotong Royong on BPK (Fire Brigade) Social Activities in Banjarmasin. The Kalimantan Social Studies Journal, 2(1), 62. https://doi.org/10.20527/kss.v2i1.2465
Taufiqurokhman, T., Satispi, E., Andriansyah, A., Murod, M., & Sulastri, E. (2024). The impact of e-service quality on public trust and public satisfaction in e-government public services. International Journal of Data and Network Science, 8(2), 765–772. https://doi.org/10.5267/j.ijdns.2024.1.002
Turesson, K., Andersen, R., Nilson, F., & Henrekson, E. (2026). Exploring the Relationship Between Rescue Service Response Times, Citizen Satisfaction and Ownership of Fire Safety Equipment in Sweden. Fire and Materials, 50(1), 123–131. https://doi.org/10.1002/fam.70024
Urbina L, O. J., Fekete, A., Matos, J. C., & Teixeira, E. R. (2025). Social resilience assessment for urban fires in Guimarães historic center. International Journal of Disaster Risk Reduction, 117(December 2024). https://doi.org/10.1016/j.ijdrr.2024.105131
Waring, S., Giles, S., Bromley, C., Maden, M., Boland, A., Ashworth, E., & Pandey, G. (2026). Economic analysis of fire and rescue service activities: A scoping review. Fire Safety Journal, 160(June 2025), 104624. https://doi.org/10.1016/j.firesaf.2025.104624
Xu, Y., Reniers, G., & Yang, M. (2026). Integrating rational and emotional risk management: A stepwise approach and practical implications. Journal of Safety Science and Resilience, 7(3), 100203. https://doi.org/10.1016/j.jnlssr.2025.02.004
Zhang, S., & Zhou, J. (2018). Social justice and public cooperation intention: Mediating role of political trust and moderating effect of outcome dependence. Frontiers in Psychology, 9(AUG), 1–16. https://doi.org/10.3389/fpsyg.2018.01381
Zhang, Y., Murray, A. T., Funk, T., & Marter, D. (2026). Assessing volunteer personnel capacity of fire response in rural California. Annals of Regional Science, 75(2), 1–27. https://doi.org/10.1007/s00168-026-01498-3
Zulganef, Z.-, Pratminingsih, S. A., & Purwaningdyah, S. W. S. (2024). Increasing Public Loyalty through Trust in The Police: The Case Of The Police In Indonesia. Jurnal Manajemen Pelayanan Publik, 8(2), 417–432. https://doi.org/10.24198/jmpp.v8i2.53272
Abdi, A. N. M., & Hashi, M. B. (2024). Impact of police effectiveness on public trust and public cooperation with the Somalia police service: exploring the mediating role of citizen satisfaction. Cogent Social Sciences, 10(1). https://doi.org/10.1080/23311886.2024.2327137
Anggraini, L. P., & Sobari, N. (2023). The Mediation Role of Review Helpfulness, Customers Trust, and Brand Attitude Towards Positive e-WOM and Purchase Intention in Cosmetic Shopping Experience. Jurnal Manajemen Teori dan Terapan| Journal of Theory and Applied Management, 16(1), 38–51. https://doi.org/10.20473/jmtt.v16i1.42345
Askim, J., Bach, T., & Kolltveit, K. (2025). The professional profile, competence, and responsiveness of senior bureaucrats: a paired survey experiment with citizens and elite respondents. Journal of Public Administration Research and Theory, 35(1), 87–101. https://doi.org/10.1093/jopart/muae024
Beshi, T. D., & Kaur, R. (2020). Public Trust in Local Government: Explaining the Role of Good Governance Practices. Public Organization Review, 20(2), 337–350. https://doi.org/10.1007/s11115-019-00444-6
Chen, T., Liang, Z., Yi, H., & Chen, S. (2023). Responsive E-government in China: A way of gaining public support. Government Information Quarterly, 40(3), 101809. https://doi.org/10.1016/j.giq.2023.101809
Colibaba, A., Russell, E., & Skinner, M. W. (2021). Rural volunteer fire services and the sustainability of older voluntarism in ageing rural communities. Journal of Rural Studies, 88, 289–297. https://doi.org/10.1016/j.jrurstud.2021.08.016
Duray, R., Fan, Y., & French, M. (2025). Improving emergency service operations: the impact of organizational design and task environment. Journal of Humanitarian Logistics and Supply Chain Management, 15(3), 198–209. https://doi.org/10.1108/JHLSCM-05-2024-0066
Elkady, S., Hernantes, J., Muñoz, M., & Labaka, L. (2022). What do emergency services and authorities need from society to better handle disasters? International Journal of Disaster Risk Reduction, 72(December 2021), 1–25. https://doi.org/10.1016/j.ijdrr.2022.102864
Esaiasson, P., Gilljam, M., & Persson, M. (2017). Responsiveness Beyond Policy Satisfaction: Does It Matter to Citizens? Comparative Political Studies, 50(6), 739–765. https://doi.org/10.1177/0010414015626445
Fardan, M. K. F., Rachma Rizqina Mardhotillah, Azmil Chusnaini, & Reizano Amri Rasyid. (2026). Trust As Mediator Between Service Quality And Customer Satisfaction: Evidence From Courier Services In Surabaya And Sidoarjo. Jurnal Manajemen dan Inovasi (MANOVA), 9(1), 55–67. https://doi.org/10.15642/manova.v9i1.2320
Ghasemi, B., Kyle, G. T., & Absher, J. D. (2020). An examination of the social-psychological drivers of homeowner wildfire mitigation. Journal of Environmental Psychology, 70, 101442. https://doi.org/10.1016/j.jenvp.2020.101442
Guo, J., Zawawi, J. W. M., & Kamarudin, S. (2025). Identifying determinants for promoting public engagement via Chinese E-government TikTok in public health emergencies. Plos One, 20(6 JUNE), 1–21. https://doi.org/10.1371/journal.pone.0325967
Hampton, S., Anderson, H., Scantlebury, A., & Adamson, J. (2025). Home Fire Safety Visits by the Fire and Rescue Service: a qualitative study of the perspectives of firefighters, advocates and service leaders. BMC Public Health, 25(1). https://doi.org/10.1186/s12889-025-24429-x
Harabin, R., Wilk-Jakubowski, G., Wilk-Jakubowski, J., Kuchciński, A., Szemraj, A., & Świderska, W. (2025). Training of Volunteer Fire Brigades in Civil Protection and Crisis Management: Assessments and Applicable Recommendations Based on the Cracow Poviat in Poland. Fire, 8(7), 1–23. https://doi.org/10.3390/fire8070260
Hendriana, E., Anjani, S., Dennison, A., & Subhan, Z. N. (2022). a Mediation Analysis of Cognitive and Affective Customer Trust in Customer Loyalty Towards E-Marketplace. Jurnal Aplikasi Manajemen, 20(1), 181–195. https://doi.org/10.21776/ub.jam.2022.020.01.18
Houston, D. J., & Harding, L. H. (2013). Public Trust in Government Administrators: Explaining Citizen Perceptions of Trustworthiness and Competence. Public Integrity, 16(1), 53–76. https://doi.org/10.2753/PIN1099-9922160103
Huang, Y. H. C., Lu, Y., Choy, C. H. Y., Kao, L., & Chang, Y. tzung. (2020). How responsiveness works in mainland China: Effects on institutional trust and political participation. Public Relations Review, 46(1), 101855. https://doi.org/10.1016/j.pubrev.2019.101855
Hutahaean, M., Eunike, I. J., & Silalahi, A. D. K. (2023). Do Social Media, Good Governance, and Public Trust Increase Citizens’ e-Government Participation? Dual Approach of PLS-SEM and fsQCA. Human Behavior and Emerging Technologies, 2023. https://doi.org/10.1155/2023/9988602
Ito-Morales, K. (2024). Community-based fire management and beyond: Role and problems of volunteer fire department shōbōdan in japanese urban spaces and peri-urban forest environments. Trees, Forests and People, 16(March), 100531. https://doi.org/10.1016/j.tfp.2024.100531
Kitt, S., Axsen, J., Long, Z., & Rhodes, E. (2021). The role of trust in citizen acceptance of climate policy: Comparing perceptions of government competence, integrity and value similarity. Ecological Economics, 183, 106958. https://doi.org/10.1016/j.ecolecon.2021.106958
Kozjek, T., Zorec Klemenčič, U., & Umek, L. (2025). Volunteer Motivation in Firefighting Organisations: A Case of the Slovenian Firefighters Association. Fire, 8(6), 1–17. https://doi.org/10.3390/fire8060220
Krogh, A. H., & Lo, C. (2025). Intermediated Co-production of Emergency Response: How Non-profit Organizations Build Trust in Citizens. Voluntas, 36(2), 179–190. https://doi.org/10.1007/s11266-024-00706-y
Lanin, D., & Hermanto, N. (2019). The effect of service quality toward public satisfaction and public trust on local government in Indonesia. International Journal of Social Economics, 46(3), 377–392. https://doi.org/10.1108/IJSE-04-2017-0151
Lantz, E., Nilsson, B., Elmqvist, C., Fridlund, B., & Svensson, A. (2023). Serving the community while balancing multiple responsibilities – experiences of working as a paid part-time firefighter. International Journal of Emergency Services, 12(1), 17–28. https://doi.org/10.1108/IJES-03-2022-0018
Lijeblad, A., Borrie, W. T., & Watson, A. E. (2009). Determinants of trust for public lands: Fire and fuels management on the bitterroot national forest. Environmental Management, 43(4), 571–584. https://doi.org/10.1007/s00267-008-9230-3
Lim, C. H., & Kwak, D. H. (2022). Factors Influencing Public Trust in the Police in South Korea: Focus on Instrumental, Expressive, and Normative Models. SAGE Open, 12(1). https://doi.org/10.1177/21582440211068504
Linde, J., & Peters, Y. (2020). Responsiveness, support, and responsibility: How democratic responsiveness facilitates responsible government. Party Politics, 26(3), 291–304. https://doi.org/10.1177/1354068818763986
Liu, J., Skoric, M. M., & Li, C. (2024). Disentangling the relation among trust, efficacy and privacy management: a moderated mediation analysis of public support for government surveillance during the COVID-19 pandemic. Behaviour and Information Technology, 43(3), 551–570. https://doi.org/10.1080/0144929X.2023.2178830
Liu, L., Bouman, T., Perlaviciute, G., & Steg, L. (2020). Effects of competence- and integrity-based trust on public acceptability of renewable energy projects in China and the Netherlands. Journal of Environmental Psychology, 67(December 2019), 101390. https://doi.org/10.1016/j.jenvp.2020.101390
Mansoor, M. (2021). Citizens’ trust in government as a function of good governance and government agency’s provision of quality information on social media during COVID-19. Government Information Quarterly, 38(4), 101597. https://doi.org/10.1016/j.giq.2021.101597
Nilson, F., & Mankell, A. (2022). Is the perceived risk of fire-related injury and trust in local authorities affected by rescue services’ actual ability? Preventive Medicine Reports, 30(October), 102030. https://doi.org/10.1016/j.pmedr.2022.102030
Nunkoo, R., Ramkissoon, H., & Gursoy, D. (2012). Public trust in tourism institutions. Annals of Tourism Research, 39(3), 1538–1564. https://doi.org/10.1016/j.annals.2012.04.004
Palomo-Vélez, G., Perlaviciute, G., Contzen, N., & Steg, L. (2024). Trusting the minister or trusting the mayor? Perceived competence and integrity of central and local Dutch institutions governing energy matters. Environmental Research Communications, 6(4). https://doi.org/10.1088/2515-7620/ad3f7d
Parmar, B. L., Freeman, R. E., Harrison, J. S., Wicks, A. C., Purnell, L., & de Colle, S. (2010). Stakeholder Theory: The State of the Art. The Academy of Management Annals, 4(1), 403–445. https://doi.org/10.1080/19416520.2010.495581
Qin, Z., Liu, B., Cao, Y., Xu, C., & Zhang, J. (2025). Citizens’ expectations about public services: a systematic literature review. Humanities and Social Sciences Communications, 12(1), 1123. https://doi.org/10.1057/s41599-025-05357-y
Rasch, R., & McCaffrey, S. (2019). Exploring wildfire-prone community trust in wildfire management agencies. Forest Science, 65(5), 652–663. https://doi.org/10.1093/forsci/fxz027
Rosyadi, M. S. (2019). Extinguishing Fire, Igniting Tolerance: Fire Fighter Community, Civil Culture and Tolerance. Khazanah: Jurnal Studi Islam dan Humaniora, 17(1), 25. https://doi.org/10.18592/khazanah.v17i1.3022
Stasiewicz, A. M., & Paveglio, T. B. (2022). Exploring relationships between perceived suppression capabilities and resident performance of wildfire mitigations. Journal of Environmental Management, 316, 115176. https://doi.org/10.1016/j.jenvman.2022.115176
Subiyakto, B., Handy, M. R. N., Maulana, A., Azizah, N., & Pradana, R. P. (2021). Fire Mitigation in Densely Populated Settlements in Banjarmasin. The Kalimantan Social Studies Journal, 3(1), 10. https://doi.org/10.20527/kss.v3i1.4147
Syaharuddin, S., Handy, M. R. N., Jumriani, J., Faisal, M., & Maulana, I. (2020). The Values of Gotong Royong on BPK (Fire Brigade) Social Activities in Banjarmasin. The Kalimantan Social Studies Journal, 2(1), 62. https://doi.org/10.20527/kss.v2i1.2465
Taufiqurokhman, T., Satispi, E., Andriansyah, A., Murod, M., & Sulastri, E. (2024). The impact of e-service quality on public trust and public satisfaction in e-government public services. International Journal of Data and Network Science, 8(2), 765–772. https://doi.org/10.5267/j.ijdns.2024.1.002
Turesson, K., Andersen, R., Nilson, F., & Henrekson, E. (2026). Exploring the Relationship Between Rescue Service Response Times, Citizen Satisfaction and Ownership of Fire Safety Equipment in Sweden. Fire and Materials, 50(1), 123–131. https://doi.org/10.1002/fam.70024
Urbina L, O. J., Fekete, A., Matos, J. C., & Teixeira, E. R. (2025). Social resilience assessment for urban fires in Guimarães historic center. International Journal of Disaster Risk Reduction, 117(December 2024). https://doi.org/10.1016/j.ijdrr.2024.105131
Waring, S., Giles, S., Bromley, C., Maden, M., Boland, A., Ashworth, E., & Pandey, G. (2026). Economic analysis of fire and rescue service activities: A scoping review. Fire Safety Journal, 160(June 2025), 104624. https://doi.org/10.1016/j.firesaf.2025.104624
Xu, Y., Reniers, G., & Yang, M. (2026). Integrating rational and emotional risk management: A stepwise approach and practical implications. Journal of Safety Science and Resilience, 7(3), 100203. https://doi.org/10.1016/j.jnlssr.2025.02.004
Zhang, S., & Zhou, J. (2018). Social justice and public cooperation intention: Mediating role of political trust and moderating effect of outcome dependence. Frontiers in Psychology, 9(AUG), 1–16. https://doi.org/10.3389/fpsyg.2018.01381
Zhang, Y., Murray, A. T., Funk, T., & Marter, D. (2026). Assessing volunteer personnel capacity of fire response in rural California. Annals of Regional Science, 75(2), 1–27. https://doi.org/10.1007/s00168-026-01498-3
Zulganef, Z.-, Pratminingsih, S. A., & Purwaningdyah, S. W. S. (2024). Increasing Public Loyalty through Trust in The Police: The Case Of The Police In Indonesia. Jurnal Manajemen Pelayanan Publik, 8(2), 417–432. https://doi.org/10.24198/jmpp.v8i2.53272
Published
2026-11-09
How to Cite
Adhiyani, M. R., Farida Yulianti, Rini Rahmawati, Asrid Juniar, Megi Nediawan, & Liko Noor Rafianto Rahadhian. (2026). Managing Citizen Support through Perceived Service Competence and Responsiveness The Mediating Role of Public Trust in Community-Based Fire Services. International Journal of Education, Vocational and Social Science , 5(04), 5006-5030. https://doi.org/10.63922/ijevss.v5i04.7247
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Email : ijevss@citakonsultindo.or.id / editor.ijevss@gmail.com
