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p-Index From 2021 - 2026
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All Journal Southeast Asian Journal of Service Management
Juliani Trisnawati
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 voluntourist motivation on satisfaction, continued volunteering, and intention to recommend volunteering in Indonesia Nathania Silvana; Juliani Trisnawati
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.v222

Abstract

Voluntourist motivation is an important factor that can influence satisfaction, continue volunteering, and intention to recommend in a non-profit organization in Indonesia. If the volunteer program does not meet expectations or fails to provide the experience expected by voluntourists, it will cause dissatisfaction. This study was conducted to determine the motivations of voluntourists in Indonesia and how they influence satisfaction, continue volunteering, and intention to recommend. This study is basic research with a quantitative approach. Respondent data was collected through Google Forms from a total of 220 people who had experience as volunteers in Indonesia. The data was then processed using the Partial Least Squares (PLS) approach using IBM SPSS 29 and SmartPLS 4 software. The results show that social (β = 0.160, p = 0.020), value (β = 0.280, p = 0.001), and environmental concern (β = 0.280, p = 0.004) are significant in relation to satisfaction, while career (β = 0.062, p = 0.384), enhancement (β = 0.043, p = 0.628), protective (β = 0.072, p = 0.394), and understanding (β = 0.035, p = 0.769) are not significant. Satisfaction is significant in relation to continuing volunteering (β = 0.707, p < 0.001) and intention to recommend (β = 0.696, p < 0.001).
The effect of logistics service quality on customer satisfaction and loyalty among Indonesian Gen Z TikTok shop customers with delivery discrepancy and return experience Syafa&#039;atul Utma; Juliani Trisnawati
Southeast Asian Journal of Service Management Vol. 3 No. 2 (2026): Consumer Decisions and Talent Retention
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.32.33

Abstract

Logistics service quality is one of the important elements in e-commerce because logistics service quality not only affects customers' perceptions of the service but also determines the success in maintaining customer loyalty in the long term. This study is a replication of a previous study, which stated that the four dimensions of logistics service quality, namely order accuracy, order condition, timeliness, and handling of order discrepancies, have a positive and significant effect on customer satisfaction. In addition, customer satisfaction has also been proven to have a positive and significant impact on customer loyalty. The main focus of this study is to review the relationship between variables that have been studied previously in the context of online shopping platform users in Indonesia. The approach used in this study is quantitative, with analysis techniques using Partial Least Squares (PLS) and Structural Equation Modeling (SEM) with the help of IBM SPSS Statistics 24 and SmartPLS 3 software. Data were collected through an online questionnaire from 204 Indonesian Gen Z TikTok Shop customers who had experienced delivery discrepancies and completed product returns. The findings of this study indicate that the four dimensions of logistics service quality, which include order accuracy, order condition, timeliness, and handling of order discrepancies, significantly and positively affect customer satisfaction. Likewise, customer satisfaction has also been proven to have a positive and significant effect on customer loyalty.
Co-Authors Nathania Silvana Syafa&#039;atul Utma