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

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Factors that influence revisit intention based on tourist perceptions in Bali Aurelia Evelyn; Siti Rahayu; Veny Megawati
Southeast Asian Journal of Service Management Vol. 1 No. 1 (2024): First Issue: Commerce and Destinations
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v11

Abstract

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.
FBE Ubaya students' use of ULS in the perspective of the UTAUT model Calista Kurniawan; Fitri Widjaja; Veny Megawati; Muhammad Gunawan Wibisono
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.v212

Abstract

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.
Linking event quality to destination loyalty: a study on Coban to Coban Run Series in Malang Finisya Dasmasela; Veny Megawati; Angeline Chrysanta Antolis
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.v216

Abstract

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.
The influence of event quality on perceived value and tourist satisfaction with regional sport events Hans Hartanto; 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.v217

Abstract

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.
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.
Co-Authors Angeline Chrysanta Antolis Aurelia Evelyn Calista Kurniawan Finisya Dasmasela Fitri Widjaja Hans Hartanto Mayela Mboi Muhammad Gunawan Wibisono Siti Rahayu