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All Journal Majapahit Journal of Islamic Finance dan Management Majapahit Journal of Islamic Finance dan Management
Nurrahman, Muhammad Zaky
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The S–O–R Perspective Through the Mediation of Perceived Value in Shaping Reuse Intention Nurrahman, Muhammad Zaky; Masnita, Yolanda; Kurniawati, Kurniawati
Majapahit Journal of Islamic Finance and Management Vol. 6 No. 2 (2026): Islamic Finance and Management
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/mjifm.v6i2.817

Abstract

The fast-food industry increasingly deploys Self-Service Technologies (SSTs) to enhance operational efficiency. However, sustaining user retention remains challenging, compounded by a recent theoretical anomaly where traditional Service Quality failed to predict usage intention in automated contexts. Addressing this gap, this study re-evaluates the Stimulus-Organism-Response (S-O-R) framework by replacing the insignificant Service Quality variable with System Quality and integrating Perceived Value as a mediator. Analyzing data from 221 respondents using PLS-SEM, results reveal that technical stimuli—specifically System Quality and Design Quality—significantly enhance Perceived Value (R2=0.783), which subsequently acts as a dominant mediator in shaping Reuse Intention (R2=0.585). Theoretically, this resolves the "service paradox" in developing economies, confirming that technical reliability replaces traditional service attributes. Practically, managers must prioritize zero-error stability, as consumers perceive technical efficiency as the primary utility driving sustainable reuse behavior.
The S–O–R Perspective Through the Mediation of Perceived Value in Shaping Reuse Intention Nurrahman, Muhammad Zaky; Masnita, Yolanda; Kurniawati, Kurniawati
Majapahit Journal of Islamic Finance and Management Vol. 6 No. 2 (2026): Islamic Finance and Management
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/mjifm.v6i2.817

Abstract

The fast-food industry increasingly deploys Self-Service Technologies (SSTs) to enhance operational efficiency. However, sustaining user retention remains challenging, compounded by a recent theoretical anomaly where traditional Service Quality failed to predict usage intention in automated contexts. Addressing this gap, this study re-evaluates the Stimulus-Organism-Response (S-O-R) framework by replacing the insignificant Service Quality variable with System Quality and integrating Perceived Value as a mediator. Analyzing data from 221 respondents using PLS-SEM, results reveal that technical stimuli—specifically System Quality and Design Quality—significantly enhance Perceived Value (R2=0.783), which subsequently acts as a dominant mediator in shaping Reuse Intention (R2=0.585). Theoretically, this resolves the "service paradox" in developing economies, confirming that technical reliability replaces traditional service attributes. Practically, managers must prioritize zero-error stability, as consumers perceive technical efficiency as the primary utility driving sustainable reuse behavior.
Co-Authors Kurniawati Kurniawati