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

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The influence of corporate social responsibility and customer satisfaction on customer loyalty at Bank Central Asia in Indonesia Ferawati Angelita; Erna Andajani; Siti Rahayu
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.v14

Abstract

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.
The influence of destination image and tourist satisfaction on positive word of mouth and revisit intention on the island of Bali Indah Wulansari; Erna Andajani
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.v15

Abstract

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.
The effect of fast-food service quality and customer satisfaction on customer loyalty mediated by trust at McDonald’s restaurants in Surabaya Sisilia Layunwira; Erna Andajani
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.v16

Abstract

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.
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.
Co-Authors Ferawati Angelita Indah Wulansari Meilinda Arwanto Sisilia Layunwira Siti Rahayu