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All Journal Southeast Asian Journal of Service Management
Siti Rahayu
Faculty of Business and Economics, University of Surabaya, Surabaya
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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The effect of service quality, tourist satisfaction, place attachment on environmentally responsible behavior in Praiijing traditional village Yoanna Evangeline; Siti Rahayu; Adi Tedjakusuma
Southeast Asian Journal of Service Management Vol. 2 No. 1 (2025): Digital Services and Consumer Behavior
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v27

Abstract

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.
The influence of logistics service quality on customer satisfaction and loyalty at Alfamart in Indonesia Putu Melinda; Siti Rahayu; Adi Tedjakusuma
Southeast Asian Journal of Service Management Vol. 2 No. 1 (2025): Digital Services and Consumer Behavior
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v28

Abstract

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.
Factors that influence adoption intention towards QR code payment at merchants in Indonesia Meilinda Arwanto; Erna Andajani; Siti Rahayu
Southeast Asian Journal of Service Management Vol. 2 No. 1 (2025): Digital Services and Consumer Behavior
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v213

Abstract

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.
The influence of perceived behavioral control, attitude, and subjective norm on revisit intention of Komodo National Park in Labuan Bajo Mayela Mboi; Siti Rahayu; Veny Megawati
Southeast Asian Journal of Service Management Vol. 2 No. 2 (2025): Events, Experiences, and E-Loyalty
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v218

Abstract

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.
Driving e-loyalty in e-retailing: the role of e-service quality, e-satisfaction, and e-trust in Tokopedia Nadya Zulkarnain; Siti Rahayu; Adi Tedjakusuma
Southeast Asian Journal of Service Management Vol. 2 No. 2 (2025): Events, Experiences, and E-Loyalty
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v219

Abstract

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.
Co-Authors Adi Tedjakusuma Erna Andajani Mayela Mboi Meilinda Arwanto Nadya Zulkarnain Putu Melinda Veny Megawati Yoanna Evangeline