Southeast Asian Journal of Service Management
type: channel
description: The Southeast Asian Journal of Service Management (SEAJSM) aims to advance knowledge and practice in service management across various industries, focusing on the unique geographic, economic, and cultural contexts of Southeast Asia. The journal covers conceptual and empirical research on tourism and hospitality, banking, education, healthcare, and other service sectors, with a particular interest in topics related to regional characteristics and interactions. (e-ISSN : 3089-1469)
publisher: Faculty of Business and Economics, University of Surabaya
language: en
publication name: Southeast Asian Journal of Service Management
issn: 3089-1469
items: Factors affecting WoM among telecommunications network users in Indonesia
items: The role of FoMO in skincare products endorsed by social media influencers in Indonesia
items: Subscribers’ social factors and adoption of self-service platforms in Delta State
items: The effect of service quality on customer satisfaction and customer loyalty among Bank Mandiri customers in Indonesia
items: The effect of voluntourist motivation on satisfaction, continued volunteering, and intention to recommend volunteering in Indonesia
items: The influence of e-service quality on e-loyalty on Soco by Sociolla online retail customers in Indonesia
items: Driving e-loyalty in e-retailing: the role of e-service quality, e-satisfaction, and e-trust in Tokopedia
items: The influence of perceived behavioral control, attitude, and subjective norm on revisit intention of Komodo National Park in Labuan Bajo
items: The influence of event quality on perceived value and tourist satisfaction with regional sport events
items: Linking event quality to destination loyalty: a study on Coban to Coban Run Series in Malang
items: The influence of destination image on tourist at Kuta Beach, Bali
items: Customer satisfaction with digital banking in Cambodia
items: Factors that influence adoption intention towards QR code payment at merchants in Indonesia
items: FBE Ubaya students' use of ULS in the perspective of the UTAUT model
items: The influence of user experience and e-service quality on customer satisfaction on Sociolla website users in Indonesia
items: Factors that influence behavioral intention in m-payment users in Surabaya
items: The influence of logistics service quality on customer satisfaction and loyalty at Alfamart in Indonesia
items: The effect of service quality, tourist satisfaction, place attachment on environmentally responsible behavior in Praiijing traditional village
items: The effect of fast-food service quality and customer satisfaction on customer loyalty mediated by trust at McDonald’s restaurants in Surabaya
items: The influence of destination image and tourist satisfaction on positive word of mouth and revisit intention on the island of Bali
items: The influence of corporate social responsibility and customer satisfaction on customer loyalty at Bank Central Asia in Indonesia
items: Factors that influence purchase intention social commerce TikTok shop in Indonesia
items: The influence of hedonic motivation, price, information, and trust on online purchase intention for Tokopedia consumers in Surabaya
items: Factors that influence revisit intention based on tourist perceptions in Bali

Factors affecting WoM among telecommunications network users in Indonesia
type: item
description: This study aims to analyze the factors influencing WOM (word of mouth) among telecommunications network users in Indonesia. This study has eight dimensions of constructive variables: Service Communication, Quality Service, Relational Value, Trust, Satisfaction, eWOM, fWOM, and Positive Emotional Experience. This study was conducted in a single service setting, and therefore, the results cannot be generalized. Data collected to support the initial variables were distributed to telecommunications network users in Indonesia through 286 Google Forms questionnaire respondents. This investigation used SmartPLS 4 due to its robustness in testing predictive models. This research guides telecommunications service managers in developing and managing user-provider relationship networks. Specifically, this paper shows how business references can be generated and used to build customer retention from various relationship-building strategies. The study shows that service providers who deliver quality services, design superior value, and provide reliable information are better positioned to build strong relationships with customers and, ultimately, to foster Positive Emotional Experiences for both users and providers.
subject: Articles
  topic: section
subject: eWOM
  topic: keywords
subject: Service Quality
  topic: keywords
subject: Satisfaction
  topic: keywords
creator: Ariel Danendra
creator: Fitri Widjaja
rights: Copyright (c) 2025 Ariel Belva Danendra, Fitri Novika Widjaja (Author)
date: 2025-11-15
publication date: 2025-11-15
starting page: 199
ending page: 209
doi: 10.24123/seajsm.v226

The role of FoMO in skincare products endorsed by social media influencers in Indonesia
type: item
description: This study aims to analyze the role of Fear of Missing Out (FoMO) in influencing the purchase intention of skincare products in Indonesia. The type of research used is basic research. This research is quantitative research using primary data, distributed through questionnaires with N = 178. Target respondents who fill out the questionnaire are users of skincare products in the last 1 year. Data processing using the Structural Equation Modeling (SEM) method with the help of SPSS and AMOS software. Results show significant positive effects: imitation of influencers on social comparison (β = .485, p < .001) and on materialism (β = .428, p < .001); social comparison on FoMO (β = .570, p < .001) and on materialism (β = .287, p < .001); FoMO on buying intention (β = .601, p < .001); and materialism on buying intention (β = .254, p < .001). These findings provide insights for skincare companies in Indonesia to utilize relevant influencers to create emotional and social appeal to increase consumer purchase intention.
subject: Articles
  topic: section
subject: Imitation of Influencers
  topic: keywords
subject: Social Comparison
  topic: keywords
subject: Materialism
  topic: keywords
subject: FoMO
  topic: keywords
subject: Buying Intention
  topic: keywords
creator: Christoper Hendrata
creator: Dudi Anandya
creator: Indarini
rights: Copyright (c) 2025 Christoper Otniel Hendrata, Dudi Anandya, Indarini (Author)
date: 2025-11-15
publication date: 2025-11-15
starting page: 186
ending page: 198
doi: 10.24123/seajsm.v225

Subscribers’ social factors and adoption of self-service platforms in Delta State
type: item
description: Abstract. This study aims to examine the socio-economic factors influencing the use of digital service delivery touch-points among MTN and DStv subscribers in Delta State, Nigeria. Specifically, it investigates the effects of peer group influence, awareness, and demographic characteristics such as gender, age, educational qualification, and occupation on the usage of mobile self-service applications. A cross-sectional survey design was employed, and data were collected through structured questionnaires distributed to 381 MTN and DStv subscribers. The data were analysed using descriptive statistics and inferential statistics with the aid of SPSS. The findings of this research proved that peer group influence, awareness, and demographic characteristics have significant effects on the usage of self-service applications among MTN and DStv subscribers.
subject: Articles
  topic: section
creator: Peter Ikpeazu
rights: Copyright (c) 2025 Peter Ikpeazu (Author)
date: 2025-11-15
publication date: 2025-11-15
starting page: 159
ending page: 173
doi: 10.24123/seajsm.v223

The effect of service quality on customer satisfaction and customer loyalty among Bank Mandiri customers in Indonesia
type: item
description: This study aims to analyze the effect of five dimensions of service quality, namely reliability, responsiveness, visibility, employee commitment, and access to service, on customer satisfaction, as well as the effect of customer satisfaction on customer loyalty among Bank Mandiri customers in Indonesia. This study uses a descriptive quantitative research method. Data collection in this study used questionnaire respondents' data distributed using the Google Form platform. Data processing methods used SPSS 24 and AMOS 23 software. The results show that of the six hypotheses tested, five were supported: reliability has a positive effect on customer satisfaction, responsiveness has a positive effect on customer satisfaction, visibility has a positive effect on customer satisfaction, employee commitment has a positive effect on customer satisfaction, and customer satisfaction has a positive effect on customer loyalty. One hypothesis was not supported: access to service does not have a positive effect on customer satisfaction. These findings provide insights for Bank Mandiri to improve the dimensions of service quality that are most influential in creating customer satisfaction and customer loyalty.
subject: Articles
  topic: section
subject: Service Quality
  topic: keywords
subject: Customer Satisfaction
  topic: keywords
subject: Customer Loyalty
  topic: keywords
subject: Bank Mandiri
  topic: keywords
creator: Muhammad Sayoga
creator: Indarini
creator: Dudi Anandya
rights: Copyright (c) 2025 Muhammad Marsanda Bintang Sayoga, Indarini, Dudi Anandya (Author)
date: 2025-11-15
publication date: 2025-11-15
starting page: 174
ending page: 185
doi: 10.24123/seajsm.v224

The effect of voluntourist motivation on satisfaction, continued volunteering, and intention to recommend volunteering in Indonesia
type: item
description: Voluntourist motivation is an important factor that can influence satisfaction, continue volunteering, and intention to recommend in a non-profit organization in Indonesia. If the volunteer program does not meet expectations or fails to provide the experience expected by voluntourists, it will cause dissatisfaction. This study was conducted to determine the motivations of voluntourists in Indonesia and how they influence satisfaction, continue volunteering, and intention to recommend. This study is basic research with a quantitative approach. Respondent data was collected through Google Forms from a total of 220 people who had experience as volunteers in Indonesia. The data was then processed using the Partial Least Squares (PLS) approach using IBM SPSS 29 and SmartPLS 4 software. The results show that social (β = 0.160, p = 0.020), value (β = 0.280, p = 0.001), and environmental concern (β = 0.280, p = 0.004) are significant in relation to satisfaction, while career (β = 0.062, p = 0.384), enhancement (β = 0.043, p = 0.628), protective (β = 0.072, p = 0.394), and understanding (β = 0.035, p = 0.769) are not significant. Satisfaction is significant in relation to continuing volunteering (β = 0.707, p < 0.001) and intention to recommend (β = 0.696, p < 0.001).
subject: Articles
  topic: section
subject: Volunteer Motivation
  topic: keywords
subject: Satisfaction
  topic: keywords
subject: Continue Volunteering
  topic: keywords
subject: Intention to Recommend
  topic: keywords
creator: Nathania Silvana
creator: Juliani Trisnawati
rights: Copyright (c) 2025 Nathania Silvana, Juliani Dyah Trisnawati (Author)
date: 2025-11-15
publication date: 2025-11-15
starting page: 141
ending page: 158
doi: 10.24123/seajsm.v222

The influence of e-service quality on e-loyalty on Soco by Sociolla online retail customers in Indonesia
type: item
description: This study aims to determine the influence between e-service quality, e-satisfaction, e-trust, and e-loyalty. The research object used in an online retail application SOCO by Sociolla in Indonesia. The data was processed using software named Smart PLS 3 with 190 primary data obtained through respondents and customers of SOCO by Sociolla in Indonesia. The results of this study indicate a supported relationships of efficiency on e-satisfaction and e-trust, privacy on e-satisfaction and e-trust, reliability on e-satisfaction and e-trust, emotional benefit on e-satisfaction, customer service on e-trust, e-trust on e-satisfaction, e-satisfaction on behavioural loyalty and attitudinal loyalty, e-trust on attitudinal loyalty, and then behavioural loyalty on attitudinal loyalty. In addition, there are non-supported relationships namely emotional benefit to e-trust, customer service to e-satisfaction, and then e-trust to behavioural loyalty.
subject: Articles
  topic: section
subject: E-Service Quality
  topic: keywords
subject: Online Retail
  topic: keywords
subject: E-Satisfaction
  topic: keywords
subject: E-Trust
  topic: keywords
subject: E-Loyalty
  topic: keywords
creator: Cheryl Budiono
creator: Prita Kusumawardhany
rights: Copyright (c) 2025 Cheryl Marvella Budiono, Prita Ayu Kusumawardhany (Author)
date: 2025-11-15
publication date: 2025-11-15
starting page: 128
ending page: 140
doi: 10.24123/seajsm.v220

Driving e-loyalty in e-retailing: the role of e-service quality, e-satisfaction, and e-trust in Tokopedia
type: item
description: The rapid development of the digital era has made e-retailing, particularly in Indonesia, a popular choice for online shopping. A critical factor influencing an e-retailing company's value is e-service quality. This study aims to assess the impact of e-service quality, measured through efficiency, privacy, reliability, emotional benefits, and customer service, on attitudinal and behavioral loyalty, with e-trust and e-satisfaction serving as mediators. Using purposive sampling, data were collected from 230 respondents across Indonesia through Google Forms. The analysis, conducted via Structural Equation Modeling (SEM) with SPSS AMOS 23, revealed that efficiency, emotional benefits, and customer service positively affected e-satisfaction and e-trust, which in turn influenced both types of loyalty. However, privacy, reliability, and the emotional benefits dimension did not have significant effects on e-satisfaction or e-trust. These findings offer valuable insights for improving Tokopedia’s e-service quality to enhance customer loyalty and performance.
subject: Articles
  topic: section
subject: e-service quality
  topic: keywords
subject: e-satisfaction
  topic: keywords
subject: e-trust
  topic: keywords
subject: e-loyalty
  topic: keywords
creator: Nadya Zulkarnain
creator: Siti Rahayu
creator: Adi Tedjakusuma
rights: Copyright (c) 2025 Nadya Zulkarnain, Siti Rahayu, Adi Prasetyo Tedjakusuma (Author) https://creativecommons.org/licenses/by-sa/4.0/
date: 2025-08-29
publication date: 2025-08-29
starting page: 114
ending page: 127
doi: 10.24123/seajsm.v219

The influence of perceived behavioral control, attitude, and subjective norm on revisit intention of Komodo National Park in Labuan Bajo
type: item
description: This study examines the influence of Perceived Behavioral Control, Attitude Toward the Behavior, and Subjective Norms on Revisit Intention to Komodo National Park in Labuan Bajo. Using non-probability sampling, data were collected from 175 visitors who had visited the park in the past 2–3 years. The analysis was conducted using SmartPLS. Results show that Subjective Norms, Perceived Behavioral Control, and Destination Image have a significant positive effect on Revisit Intention. In contrast, Attitude Toward the Behavior, Perceived Value, Perceived Risk, Perceived Service Quality, and Satisfaction do not significantly influence revisit intention. Additionally, Destination Image and Perceived Value significantly affect Satisfaction, while Perceived Service Quality does not. However, Perceived Service Quality positively influences Perceived Value. The study also finds that Satisfaction does not mediate the relationships between Perceived Service Quality, Destination Image, or Perceived Value and Revisit Intention. These findings highlight the stronger role of social and perceptual factors over individual attitudes in shaping revisit behavior.
subject: Articles
  topic: section
subject: perceived behavioral control
  topic: keywords
subject: attitude toward the behavior
  topic: keywords
subject: subjective norms
  topic: keywords
subject: revisit intention
  topic: keywords
creator: Mayela Mboi
creator: Siti Rahayu
creator: Veny Megawati
rights: Copyright (c) 2025 Mayela Mboi, Siti Rahayu, Veny Megawati (Author) https://creativecommons.org/licenses/by-sa/4.0/
date: 2025-08-29
publication date: 2025-08-29
starting page: 106
ending page: 113
doi: 10.24123/seajsm.v218

The influence of event quality on perceived value and tourist satisfaction with regional sport events
type: item
description: This study explores the relationships between event quality, destination image, perceived value, tourist satisfaction, and destination loyalty in the context of the 2019 East Java Provincial Sports Week (Porprov) event. The research aims to understand how these factors influence tourists' loyalty to a destination, with a focus on small-scale sporting events. Hypotheses were developed based on the assumption that event quality positively affects destination image, perceived value, and tourist satisfaction, which in turn influence destination loyalty. Data were collected from 170 respondents using a snowball sampling technique and analyzed using Structural Equation Modeling (SEM) with AMOS 24. The findings revealed that event quality significantly positively impacts destination image, perceived value, and tourist satisfaction. Moreover, both destination image and perceived value were found to positively influence tourist satisfaction and destination loyalty. Tourist satisfaction was identified as a crucial mediator in the relationship between destination image and perceived value with destination loyalty. These results highlight the importance of high-quality events in shaping positive perceptions of a destination and fostering long-term loyalty among tourists. The study provides practical recommendations for event organizers and destination marketers, emphasizing the need to enhance event quality and tourist satisfaction to build enduring relationships with visitors.
subject: Articles
  topic: section
subject: event quality
  topic: keywords
subject: perceived value
  topic: keywords
subject: tourist satisfaction
  topic: keywords
subject: destination image
  topic: keywords
subject: destination loyalty
  topic: keywords
creator: Hans Hartanto
creator: Veny Megawati
rights: Copyright (c) 2025 Hans Hartanto, Veny Megawati (Author) https://creativecommons.org/licenses/by-sa/4.0/
date: 2025-08-29
publication date: 2025-08-29
starting page: 97
ending page: 105
doi: 10.24123/seajsm.v217

Linking event quality to destination loyalty: a study on Coban to Coban Run Series in Malang
type: item
description: Tourism is a sector that can boost Indonesia's foreign exchange. This is due to the availability of resources needed in developing tourism in the country, which resources are owned by Indonesia in the form of vast territory and the diversity that exists in the country. The potential of the destination area must have 3A in the form of attractive, amenities, accessibilities, facilities, with this, the government in the next five years is trying to increase tourism promotion by utilizing information technology strongly, and the government will develop culture-based tourism types and build a better tourism brand. This study aims to determine the effect of destination image, perceived value, tourist satisfaction, destination loyalty, and event quality on the Coban to Coban series event in Malang. The research conducted using causal research was tested quantitatively using SEM (Structural Equation Modeling), SPSS 18 software, and AMOS 22 software. The results of the study used 150 respondents and showed 6 significant positive supported hypotheses, and 1 hypothesis was not supported.
subject: Articles
  topic: section
subject: destination image
  topic: keywords
subject: perceived value
  topic: keywords
subject: tourist satisfaction
  topic: keywords
subject: destination loyalty
  topic: keywords
subject: event quality
  topic: keywords
creator: Finisya Dasmasela
creator: Veny Megawati
creator: Angeline Chrysanta Antolis
rights: Copyright (c) 2025 Finisya Dasmasela, Veny Megawati, Angeline Chrysanta Antolis (Author) https://creativecommons.org/licenses/by-sa/4.0/
date: 2025-08-29
publication date: 2025-08-29
starting page: 88
ending page: 96
doi: 10.24123/seajsm.v216

The influence of destination image on tourist at Kuta Beach, Bali
type: item
description: This study aims to examine the effect of destination image on tourist loyalty at Kuta Beach, Bali. The dependent variable used is Tourist Loyalty, while the independent variables used are Destination Image, Perceived Value, Perceived Service Quality, Attitude to Visiting Behavior, and Tourist Satisfaction. This study uses primary data sources by distributing online questionnaires, with a total sample of 145 respondents aged 17 years and over who have visited Kuta Beach, Bali, in the last 3 years. This study uses a research method using SmartPLS software. The results of this study show that attitude toward visiting behavior has a positive effect on tourist loyalty. Destination image and perceived service quality significantly affect tourist satisfaction. Perceived service quality and perceived value significantly affect the destination image. Destination image and perceived service quality have no significant effect on attitude toward visiting behavior. Tourist satisfaction significantly affects the attitude toward visiting behavior.
subject: Articles
  topic: section
subject: destination image
  topic: keywords
subject: tourist loyalty
  topic: keywords
subject: beach
  topic: keywords
creator: Farah Ansetti
creator: Fitri Widjaja
rights: Copyright (c) 2025 Farah Ansetti, Fitri Novika Widjaja (Author)
date: 2025-08-29
publication date: 2025-08-29
starting page: 80
ending page: 87
doi: 10.24123/seajsm.v215

Customer satisfaction with digital banking in Cambodia
type: item
description: Over the past decade and accelerated by the COVID-19 pandemic, Cambodia’s banking sector has transformed dramatically, with digital tools reshaping how everyday Cambodians manage their finance. However, what truly drives satisfaction with these new touch point? This study aims to discovers the key factors shaping customer satisfaction in Cambodia’s digital banking landscape, focusing on ease of use, accessibility, security, customer support, and how users adapt to new technologies. Surveying 280 Phnom Penh residents aged 18 and above. Regression analysis revealed that all five factors significantly impact satisfaction, Customers prioritize security and privacy of transactions. Adaptation and accessibility driven by intuitive platforms and multi-channel access are equally vital. Beyond ease of use and support, proactive engagement from providers is essential. The findings aren’t just numbers, this can be a roadmap for banks. By prioritizing ironclad security, user-friendly designs, customer service improvement, and ongoing customer education, institutions can build trust, loyalty and enhance their customer satisfaction in a competitive market. This study doesn’t just add to global research on digital banking it paints a vivid picture of Cambodia’s unique challenges and opportunities, offering actionable insights for banks aiming to thrive in an era where customer experience is king.
subject: Articles
  topic: section
subject: digital banking
  topic: keywords
subject: customer satisfaction
  topic: keywords
subject: ease of use
  topic: keywords
subject: accessibility
  topic: keywords
subject: security
  topic: keywords
subject: customer support
  topic: keywords
subject: customer adaptation
  topic: keywords
subject: Cambodia
  topic: keywords
creator: Lykemtheng He
creator: Hong Soun
rights: Copyright (c) 2025 He Lykemtheng, Dr. Soun Hong (Author)
date: 2025-08-29
publication date: 2025-08-29
starting page: 68
ending page: 79
doi: 10.24123/seajsm.v214

Factors that influence adoption intention towards QR code payment at merchants in Indonesia
type: item
description: This study aims to determine the influence of independent variables, including Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, Government Support, and Quality of Internet Connection, on the dependent variable Adoption Intention. The object of this research is the QRIS (Quick Response Code Indonesia Standard) payment system, a type of payment using QR codes applicable in Indonesia, created by Bank Indonesia. This study uses primary data from questionnaires distributed using non-probability sampling techniques to owners or decision-makers of merchants whose operating for at least one year and have been using QRIS for a minimum of six months in Indonesia. Conducted with a quantitative approach, this research employs the Partial Least Square - Structural Equation Modeling (PLS-SEM) testing method. Based on 162 respondents, the results indicate that Performance Expectancy, Facilitating Conditions, and Quality of Internet Connection have a positive and significant influence on Adoption Intention. Meanwhile, Effort Expectancy, Social Influence, and Government Support show a positive but not statistically significant influence on Adoption Intention.
subject: Articles
  topic: section
subject: Adoption Intention
  topic: keywords
subject: Indonesia
  topic: keywords
subject: Merchant
  topic: keywords
subject: QR Code Payment
  topic: keywords
creator: Meilinda Arwanto
creator: Erna Andajani
creator: Siti Rahayu
rights: Copyright (c) 2025 Meilinda Arwanto, Erna Andajani, Siti Rahayu (Author)
date: 2025-03-15
publication date: 2025-03-15
starting page: 1
ending page: 15
doi: 10.24123/seajsm.v213

FBE Ubaya students' use of ULS in the perspective of the UTAUT model
type: item
description: This study aims to analyze the factors influencing the intention and behavior of Business and Economics Faculty (FBE) students at Surabaya University in using the Ubaya Learning Space (ULS) based on the Unified Theory of Acceptance and Use of Technology (UTAUT) model. The UTAUT model, developed by Venkatesh et al., comprises four main variables: performance expectancy, effort expectancy, social influence, and facilitating conditions, as well as two dependent variables, behavioral intention and use behavior. Data was collected through questionnaires distributed to active 2021-2023 FBE UBAYA students who use ULS. Structural Equation Modeling (SEM) analysis using AMOS V23 was employed to analyze the data. The findings indicate that performance expectancy, effort expectancy, social influence, and facilitating conditions have a positive and significant impact on behavioral intention. Moreover, behavioral intention has a significant positive impact on use behavior. These findings are expected to provide insights for UBAYA in developing and improving the effectiveness of ULS as an adaptive online learning platform that meets the needs of students.
subject: Articles
  topic: section
subject: UTAUT
  topic: keywords
subject: behavioral intention
  topic: keywords
subject: use behavior
  topic: keywords
subject: e-learning
  topic: keywords
creator: Calista Kurniawan
creator: Fitri Widjaja
creator: Veny Megawati
creator: Muhammad Gunawan Wibisono
rights: Copyright (c) 2025 Calista Fedora Ananda Kurniawan, Fitri Novika Widjaja, Veny Megawati, Muhammad Gunawan Wibisono (Author)
date: 2025-03-15
publication date: 2025-03-15
starting page: 16
ending page: 23
doi: 10.24123/seajsm.v212

The influence of user experience and e-service quality on customer satisfaction on Sociolla website users in Indonesia
type: item
description: This study examines how user experience and the quality of electronic services influence customer satisfaction among Indonesian users of the Sociolla website. All Sociolla website users in Indonesia were the focus of this research. Data was analyzed using Structural Equation Modeling (SEM) with SMART PLS 3 software, based on 327 primary data points collected from a questionnaire. The findings reveal a significant positive impact of user experience on e-service quality, e-service quality on customer satisfaction, and user experience directly on customer satisfaction. Moreover, e-service quality acts as a mediator between user experience and customer satisfaction.
subject: Articles
  topic: section
subject: e-service quality
  topic: keywords
subject: user experience
  topic: keywords
subject: customer satisfaction
  topic: keywords
creator: Fidelia The
creator: Julian Trisnawati
creator: Fitri Widjaja
creator: Nasir Ahmad Zargar
rights: Copyright (c) 2025 Fidelia Arista The, Juliani Dyah Trisnawati, Fitri Novika Widjaja, Nasir Ahmad Zargar (Author)
date: 2025-03-15
publication date: 2025-03-15
starting page: 24
ending page: 33
doi: 10.24123/seajsm.v211

Factors that influence behavioral intention in m-payment users in Surabaya
type: item
description: Many aspects of human life have shifted as a result of the rapid advancement of digital technology. Almost every aspect of human life that has been handled traditionally has begun to transition to the digital realm. In the economic field, digital payments using smartphones, also known as m-payments, are one proof of technological advances in the use of digital payments or m-payments. This study aims to analyze the factors that influence the behavioral intentions of m-payment users in Surabaya. The theory used in this study is UTAUT (Unified Theory of Acceptance and Use of Technology) with 6 independent variables (performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, habit), 1 mediating variable (behavioral intention), 1 dependent variable (use behavior). Respondents in this study were 150 people who were analyzed using the SEM (Structural Equation Modeling) method of data processing and testing using SmartPLS software. Based on the results of data processing, shows that performance expectations, effort expectations, social influence, facilitating conditions, hedonic motivation, and habits have a positive effect on behavioral intentions. As well as behavioral intentions have a positive effect on usage behavior.
subject: Articles
  topic: section
subject: m-payment
  topic: keywords
subject: behavioral intention
  topic: keywords
subject: UTAUT
  topic: keywords
creator: Evinka Dindamiatma
creator: Antonius Setyawan
creator: Junaid Kajee
rights: Copyright (c) 2025 Evinka Dindamiatma, Antonius Budhiman Setyawan, Junaid Kajee (Author)
date: 2025-03-15
publication date: 2025-03-15
starting page: 34
ending page: 45
doi: 10.24123/seajsm.v29

The influence of logistics service quality on customer satisfaction and loyalty at Alfamart in Indonesia
type: item
description: This study aims to determine the relationship between logistics service quality, customer satisfaction, and loyalty in customers using Alfamart's BOPS shopping service through Alfagift. Data processing was carried out using SPSS 26 and SmartPLS 3. The data used in this study are primary data obtained from distributing questionnaires. Respondents in this study were 250 respondents who had used Alfamart's BOPS shopping service through Alfagift at least 2 times in the past 1 year. The sampling technique in this study was non-probability sampling. Based on the results of hypothesis testing, what affects customer satisfaction is timeliness, while what affects customer loyalty is availability. In this study, customer satisfaction is also significant in influencing customer loyalty.
subject: Articles
  topic: section
subject: logistics service quality
  topic: keywords
subject: customer satisfaction
  topic: keywords
subject: customer loyalty
  topic: keywords
creator: Putu Melinda
creator: Siti Rahayu
creator: Adi Tedjakusuma
rights: Copyright (c) 2025 Putu Bunga Mutiara Melinda, Siti Rahayu, Adi Tedjakusuma (Author)
date: 2025-03-15
publication date: 2025-03-15
starting page: 46
ending page: 58
doi: 10.24123/seajsm.v28

The effect of service quality, tourist satisfaction, place attachment on environmentally responsible behavior in Praiijing traditional village
type: item
description: This study aims to find out and analyze the influence of Service Quality, Tourist Satisfaction, Place Attachment, and Environmentally Responsible Behavior on tourist attractions in Praiijing Traditional Village. Data processing is carried out using quantitative approaches and this type of research is causal. Variables used in this study are service quality, tourist satisfaction, place attachment, and environmentally responsible behavior. Technical analysis of the data used is Structural Equation Modeling (SEM) by using the SPSS 16.0 for Windows and AMOS version 22. This study used samples in the form of responses from respondents who had visited Praiijing Traditional Village with the number of samples used in the study 150 respondents. The results of this study showed the mutual influence between service quality, tourist satisfaction, place attachment, and environmentally responsible behavior.
subject: Articles
  topic: section
subject: Tourism
  topic: keywords
subject: service quality
  topic: keywords
subject: tourist satisfaction
  topic: keywords
subject: place attachment
  topic: keywords
subject: ERB
  topic: keywords
creator: Yoanna Evangeline
creator: Siti Rahayu
creator: Adi Tedjakusuma
rights: Copyright (c) 2025 Yoanna Evangeline, Siti Rahayu, Adi Tedjakusuma (Author)
date: 2025-03-15
publication date: 2025-03-15
starting page: 59
ending page: 67
doi: 10.24123/seajsm.v27

The effect of fast-food service quality and customer satisfaction on customer loyalty mediated by trust at McDonald’s restaurants in Surabaya
type: item
description: This study aims to determine and analyze the effect of fast-food service quality and customer satisfaction on customer loyalty mediated by trust. The object taken is the McDonald's fast-food industry in Surabaya. This study uses primary data sources by distributing questionnaires online. Data processing in this study using SPSS 20 and SmartPLS 3.0 software. Data processing using SPSS 20 software is to test the validity and reliability using 30 initial respondents. Further testing uses 150 respondents using SmartPLS 3.0 software using the SEM (Structural Equation Modeling) method. In this study, a sample of 210 respondents who were McDonald's customers in Surabaya were used. The results showed that Fast Food Service Quality has a significant effect on Customer Satisfaction, Customer Satisfaction has a positive and significant effect on Customer Loyalty, Customer Satisfaction has a positive and significant effect on customer loyalty with the mediating role of trust.
subject: Articles
  topic: section
subject: Service Quality
  topic: keywords
subject: Customer Satisfaction
  topic: keywords
subject: Customer Loyalty
  topic: keywords
subject: Trust
  topic: keywords
creator: Sisilia Layunwira
creator: Erna Andajani
rights: Copyright (c) 2024 Southeast Asian Journal of Service Management
date: 2024-11-15
publication date: 2024-11-15
starting page: 50
ending page: 63
doi: 10.24123/seajsm.v16

The influence of destination image and tourist satisfaction on positive word of mouth and revisit intention on the island of Bali
type: item
description: This research aims to determine the effect of Destination Image and Tourist Satisfaction on Positive Word of word-of-mouth recommendations and Revisit Intention on the island of Bali. The island of Bali is an island that has a world-class tourist attraction. One of the unique Bali tours is the culture of the island of Bali itself. The variables used in this study include Destination Image, Tourist Satisfaction, Positive Word of word-of-mouth recommendation, and Revisit Intention. This study uses quantitative research using primary data through questionnaires to respondents who have visited the island of Bali with a total of 170 respondents. Data processing in this study uses SEM (Structural Equation Modeling) with SPSS and AMOS software. The results of this study indicate a significant effect on Destination Image and Tourist Satisfaction on Positive Word of word-of-mouth recommendation and Revisit Intention.
subject: Articles
  topic: section
subject: Destination Image
  topic: keywords
subject: Tourist Satisfaction
  topic: keywords
subject: Positive Word of Mouth
  topic: keywords
subject: Revisit Intention
  topic: keywords
creator: Indah Wulansari
creator: Erna Andajani
rights: Copyright (c) 2024 Southeast Asian Journal of Service Management
date: 2024-11-15
publication date: 2024-11-15
starting page: 39
ending page: 49
doi: 10.24123/seajsm.v15

The influence of corporate social responsibility and customer satisfaction on customer loyalty at Bank Central Asia in Indonesia
type: item
description: Corporate Social Responsibility (CSR) activities in Indonesia are currently increasing in various industries, including the hospitality industry. Bank BCA is one of the companies that carry out Corporate Social Responsibility (CSR) activities on the environment, economy, and society. This study aims to determine the effect of Corporate Social Responsibility (CSR) activities and customer satisfaction on customer loyalty at Bank Central Asia (BCA) Bank in Indonesia. This research is included in quantitative research and is included in causal research. This study has 3 variables including Corporate Social Responsibility (CSR) activities, customer satisfaction, and customer loyalty. This study uses a sample of 150 respondents who are customers of BCA Bank with a sampling technique that is non-probability sampling. The data obtained in this study will be processed with Structural Equation Modeling (SEM) techniques through SPSS and AMOS software. Based on the results of this study, shows that Corporate Social Responsibility (CSR) activities have a positive effect on customer satisfaction at BCA Bank, Corporate Social Responsibility (CSR) activities have a positive effect on customer loyalty at BCA Bank and customer satisfaction has positive effect on customer loyalty at BCA Bank.
subject: Articles
  topic: section
subject: Corporate Social Responsibility (CSR) activities
  topic: keywords
subject: customer satisfaction
  topic: keywords
subject: customer loyalty
  topic: keywords
creator: Ferawati Angelita
creator: Erna Andajani
creator: Siti Rahayu
rights: Copyright (c) 2024 Southeast Asian Journal of Service Management
date: 2024-11-15
publication date: 2024-11-15
starting page: 30
ending page: 38
doi: 10.24123/seajsm.v14

Factors that influence purchase intention social commerce TikTok shop in Indonesia
type: item
description: This study aims to examine the factors influencing purchase intention among TikTok Shop consumers in Indonesia. Using a survey of 165 TikTok Shop users, data were analyzed through confirmatory factor analysis (CFA) and structural equation modeling (SEM) via AMOS 24 software. The findings reveal that economy, reliability, interaction, and sales promotion significantly impact consumer purchase intention, while necessity does not. Reliability emerged as the most influential factor, suggesting that consumer trust in accurate and dependable product information on TikTok Shop strongly drives purchase intention. Interaction between consumers and sellers also plays a key role, as engagement fosters a positive shopping experience, further enhancing purchase intentions. Additionally, the economy and sales promotion factors, such as discounts and shipping subsidies, positively affect consumer purchase behavior. These results indicate that TikTok Shop could benefit from strengthening its reliability and interactive features to improve consumer experiences and encourage purchases. Future research could investigate regional and demographic variations, especially among older age groups, to deepen insights into consumer behavior across social commerce platforms.
subject: Articles
  topic: section
subject: purchase intention
  topic: keywords
subject: social commerce
  topic: keywords
subject: TikTok Shop
  topic: keywords
subject: reliability
  topic: keywords
creator: Jesica Ong
creator: Dudi Anandya
creator: Indarini
rights: Copyright (c) 2024 Southeast Asian Journal of Service Management
date: 2024-11-15
publication date: 2024-11-15
starting page: 20
ending page: 29
doi: 10.24123/seajsm.v13

The influence of hedonic motivation, price, information, and trust on online purchase intention for Tokopedia consumers in Surabaya
type: item
description: The Covid-19 pandemic has changed human behavior and habits. The development of technology has had a lot of positive impacts that make it easier for people's lives to shop online to meet the needs of life. Tokopedia is one of the trending online shopping platforms and is most in demand by the people of Surabaya during the Covid-19 pandemic where the highest number of engagements on Facebook and Twitter social media is 146,427. This study aims to determine the effect of hedonic motivation, price, information, and trust on online purchase intention on Tokopedia consumers in Surabaya. The causal research-based research was tested empirically using questionnaire data totaling 150 respondents. This research was analyzed using SEM (Structural Equation Modeling) with SPSS 25 software and AMOS 22 software. The results showed that hedonic motivation, online price, and online trust affect the intention to purchase online, then online price affects hedonic motivation, and access to online information affects online trust. Lastly, access to online information does not affect the intention to purchase online.
subject: Articles
  topic: section
subject: Hedonic Motivation
  topic: keywords
subject: Online Price
  topic: keywords
subject: Access to Online Information
  topic: keywords
subject: Online Trust
  topic: keywords
subject: Online Purchase Intention
  topic: keywords
creator: Elyza Sutandyo
creator: Deddy Marciano
creator: Indarini
rights: Copyright (c) 2024 Southeast Asian Journal of Service Management
date: 2024-11-15
publication date: 2024-11-15
starting page: 12
ending page: 19
doi: 10.24123/seajsm.v12

Factors that influence revisit intention based on tourist perceptions in Bali
type: item
description: The presence of smart tourism technology in Indonesia has brought forth numerous innovations in creating memorable vacation experiences, especially in the current era. Bali, being one of Indonesia's popular islands with a variety of attractions, has experienced the impact of smart tourism. This is evident in tourists booking flights online. This study aims to analyze the influence of perceived smart tourism technology (PSTT) on travel experience satisfaction, tourists' happiness, and revisit intention in Bali. The research is quantitative and involves four variables: perceived smart tourism technology, travel experience satisfaction, tourists' happiness, and revisit intention, with a total of 167 respondents who have vacationed in Bali within the past year. The data were processed using SEM with SPSS and SmartPLS. The research findings indicate that PSTT significantly and positively influences travel experience satisfaction. Travel experience satisfaction has a significant positive impact on tourists' happiness and revisit intention in Bali, while tourists' happiness also significantly and positively influences revisit intention.
subject: Articles
  topic: section
subject: smart tourism technology
  topic: keywords
subject: revisit intention
  topic: keywords
subject: travel experience satisfaction
  topic: keywords
subject: tourists' happiness
  topic: keywords
creator: Aurelia Evelyn
creator: Siti Rahayu
creator: Veny Megawati
rights: Copyright (c) 2024 Southeast Asian Journal of Service Management
date: 2024-11-15
publication date: 2024-11-15
starting page: 1
ending page: 11
doi: 10.24123/seajsm.v11