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

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Journal : Southeast Asian Journal of Service Management

 1 
The influence of user experience and e-service quality on customer satisfaction on Sociolla website users in Indonesia Fidelia The; Julian Trisnawati; Fitri Widjaja; Nasir Ahmad Zargar
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.v211

Abstract

This study examines how user experience and the quality of electronic services influence customer satisfaction among Indonesian users of the Sociolla website. All Sociolla website users in Indonesia were the focus of this research. Data was analyzed using Structural Equation Modeling (SEM) with SMART PLS 3 software, based on 327 primary data points collected from a questionnaire. The findings reveal a significant positive impact of user experience on e-service quality, e-service quality on customer satisfaction, and user experience directly on customer satisfaction. Moreover, e-service quality acts as a mediator between user experience and customer satisfaction.
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.
The influence of destination image on tourist at Kuta Beach, Bali Farah Ansetti; Fitri Widjaja
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.v215

Abstract

This study aims to examine the effect of destination image on tourist loyalty at Kuta Beach, Bali. The dependent variable used is Tourist Loyalty, while the independent variables used are Destination Image, Perceived Value, Perceived Service Quality, Attitude to Visiting Behavior, and Tourist Satisfaction. This study uses primary data sources by distributing online questionnaires, with a total sample of 145 respondents aged 17 years and over who have visited Kuta Beach, Bali, in the last 3 years. This study uses a research method using SmartPLS software. The results of this study show that attitude toward visiting behavior has a positive effect on tourist loyalty. Destination image and perceived service quality significantly affect tourist satisfaction. Perceived service quality and perceived value significantly affect the destination image. Destination image and perceived service quality have no significant effect on attitude toward visiting behavior. Tourist satisfaction significantly affects the attitude toward visiting behavior.
Factors affecting WoM among telecommunications network users in Indonesia Ariel Danendra; Fitri Widjaja
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.v226

Abstract

This study aims to analyze the factors influencing WOM (word of mouth) among telecommunications network users in Indonesia. This study has eight dimensions of constructive variables: Service Communication, Quality Service, Relational Value, Trust, Satisfaction, eWOM, fWOM, and Positive Emotional Experience. This study was conducted in a single service setting, and therefore, the results cannot be generalized. Data collected to support the initial variables were distributed to telecommunications network users in Indonesia through 286 Google Forms questionnaire respondents. This investigation used SmartPLS 4 due to its robustness in testing predictive models. This research guides telecommunications service managers in developing and managing user-provider relationship networks. Specifically, this paper shows how business references can be generated and used to build customer retention from various relationship-building strategies. The study shows that service providers who deliver quality services, design superior value, and provide reliable information are better positioned to build strong relationships with customers and, ultimately, to foster Positive Emotional Experiences for both users and providers.
Co-Authors Ariel Danendra Calista Kurniawan Farah Ansetti Fidelia The Julian Trisnawati Muhammad Gunawan Wibisono Nasir Ahmad Zargar Veny Megawati