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All Journal Southeast Asian Journal of Service Management
Indarini
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 on customer satisfaction and customer loyalty among Bank Mandiri customers in Indonesia Muhammad Sayoga; Indarini; Dudi Anandya
Southeast Asian Journal of Service Management Vol. 2 No. 3 (2025): Consumer Engagement and Digital Influence
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v224

Abstract

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.
The role of FoMO in skincare products endorsed by social media influencers in Indonesia Christoper Hendrata; Dudi Anandya; Indarini
Southeast Asian Journal of Service Management Vol. 2 No. 3 (2025): Consumer Engagement and Digital Influence
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v225

Abstract

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.
Co-Authors Christoper Hendrata Dudi Anandya Muhammad Sayoga