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EC BUILDING 1ST FLOOR MANAGEMENT DEPARTMENT FACULTY OF BUSINESS AND ECONOMICS UNIVERSITY SURABAYA Jl. Raya Kalirungkut, Kali Rungkut, Kec. Rungkut, Surabaya, Jawa Timur 60293
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Southeast Asian Journal of Service Management
Published by Universitas Surabaya
ISSN : -     EISSN : 30891469     DOI : https://doi.org/10.24123/seajsm
Core Subject : Economy, Science, Social,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences
SEAJSM is a peer-reviewed and open-access journal published triannually in March, July, and November. The journal is dedicated to advancing knowledge and practice in service management across various industries, with a special focus on the unique geographic, economic, and cultural contexts of Southeast Asia. SEAJSM only accepts manuscripts written in full English and processes original submissions related to the scope of service management. Manuscripts must not have been published or submitted to other publishers. We accept submissions with different methodologies, including quantitative, qualitative, bibliometric, and mixed methods Scope The scope of this journal includes, but is not limited to, research in service management with focus on: Tourism and Hospitality Banking and Finance Education Healthcare Retail and E-commerce Regional Service Interactions and Innovations
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 6 Documents
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Search results for , issue "vol. 3 no. 1 (2026): markets, work, and service experience" : 6 Documents clear
From branding to behavior: investigating the impact of employer branding and organizational reputation on application intentions through person-organizational fit (POF) Hadi, Faizal Susilo
Southeast Asian Journal of Service Management Vol. 3 No. 1 (2026): Markets, Work, and Service Experience
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v310

Abstract

This study examines the effects of employer branding and perceived employer reputation on intention to apply for a job among Generation Z, with person-organization fit acting as a mediating variable. Using a quantitative research design, data were collected through a survey of 320 final-year university students and recent graduates in Indonesia. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that both employer branding and employer reputation have a significant positive influence on person-organization fit. Employer branding also demonstrates a direct and significant effect on intention to apply. In contrast, employer reputation does not directly influence intention to apply but exerts an indirect effect through person-organization fit, which itself significantly predicts intention to apply. These results highlight that Generation Z places strong emphasis on value congruence between themselves and prospective employers when making job application decisions. The study contributes to the theoretical development of job-seeking behavior by clarifying the mediating role of person-organization fit and offers practical insights for organizations in designing authentic employer branding and reputation management strategies aligned with the values of Generation Z to enhance their attractiveness in the labor market.
Factors influencing condominium purchase intention in Phnom Penh, Cambodia Sok, Chhoyyi; Soun, Hong
Southeast Asian Journal of Service Management Vol. 3 No. 1 (2026): Markets, Work, and Service Experience
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v327

Abstract

The rapid urbanization and economic growth in Phnom Penh, Cambodia, have significantly transformed the real estate landscape, particularly in the condominium sector. Hence, it is the reason to study “Factors influencing condominium purchase intention in Phnom Penh, Cambodia”. This paper structured into five chapters. Firstly, it introduces the study, establishes the statement of problem, research questions, objectives, scope, significance, and layout of study. The research questions are: “What are the main challenges faced by condominium developers in Cambodia?”, and “What factors influence condominium purchase intention in Phnom Penh, Cambodia?”. Therefore, the researcher has set two objectives for the study: (1) To understand the main challenges faced by condominium developers in Cambodia, and (2) To identify and analyze the key factors influence condominium purchase intention in Phnom Penh, Cambodia. Secondly, it critically reviews the relevant literature, synthesizing existing knowledge and identifying the theoretical foundation and research gap the study addresses. After that, it justifies the chosen research design, data collection methods, sampling strategy, and analytical techniques. The research utilized a qualitative and quantitative approach, collecting data from 385 respondents through a structured questionnaire. Statistical analysis was conducted using SPSS to examine the impact of six key factors: Perceived value, Quality of life, Brand trustworthiness, Social influence, Design, and Promotion. Then, the findings indicate that Perceived value, Quality of life, Brand trustworthiness, and Social influence highlight their significant influences on the purchase intention. Additionally, Design and Promotion were found to have a partial impact. Finally, by addressing these critical factors, condominium developers can improve the condominium experiences for consumers.   Keywords: Perceived Value, Quality of Life, Brand Trustworthiness, Social Influence, Design, Promotion
Factors affecting customer decisions in using the GoFood application in Indonesia Cuanda, Jonathan; Subali, Stefanus
Southeast Asian Journal of Service Management Vol. 3 No. 1 (2026): Markets, Work, and Service Experience
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v328

Abstract

The rapid development of online food delivery services necessitates a more in-depth study to analyze the factors that influence customer decisions in using the GoFood application in Indonesia. The main objective of this study is to examine the influence of perceived usefulness, ease of use, enjoyment, trust, and social influence on attitude and behavioral intention, as well as the influence of attitude on the behavioral intention of GoFood users. The respondents in this study were 303 GoFood users in Indonesia. The analysis technique used was Structural Equation Modeling (SEM), which was analyzed using the AMOS 23 application. The results showed that perceived usefulness, ease of use, enjoyment, trust, and social influence had a significant effect on attitude. In addition, perceived usefulness, trust, social influence, and attitude also had a significant effect on behavioral intention in the use of GoFood, except for the direct effect of enjoyment on behavioral intention, which was not significant.
Influencing factors on continuance intention to adopt mobile payment: the mediating role of user satisfaction Kun, Vannak; Hong, Soun; Rady , Chhun
Southeast Asian Journal of Service Management Vol. 3 No. 1 (2026): Markets, Work, and Service Experience
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v331

Abstract

This study investigates the factors influencing user satisfaction and continuance intention toward mobile payment applications in Cambodia, an emerging leader in ASEAN digitalization. Utilizing the Extended Expectation-Confirmation Model in Information Technology (EECM-IT) as a framework, the research examines the impact of perceived usefulness, ease of use, service quality, credibility, compatibility, subjective norms, and perceived risk on long-term user behavior. Data were collected through a structured survey of 470 active mobile payment users in Cambodia and analyzed using Covariance-Based Structural Equation Modeling (CB-SEM). The results indicate that perceived usefulness, ease of use, service quality, credibility, and subjective norms significantly and positively influence user satisfaction. Notably, perceived usefulness emerged as the strongest predictor of continuance intention. While perceived ease of use was critical for initial satisfaction, its direct influence on continued usage diminished as users became proficient with the technology. User satisfaction was confirmed as a vital mediator, bridging the gap between technological attributes and habitual loyalty. Interestingly, perceived risk and compatibility did not show a significant impact on satisfaction in this specific context. These findings provide critical insights for financial institutions and policymakers aiming to foster a sustainable cashless ecosystem in Cambodia.
Agent empowerment and its influence on perceived fairness of service in hospitality customer service program interactions Delos Reyes, Ron Louie
Southeast Asian Journal of Service Management Vol. 3 No. 1 (2026): Markets, Work, and Service Experience
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v332

Abstract

The Business Process Outsourcing (BPO) industry in the Philippines has experienced fast expansion which created various job openings that mainly focus on hotel reservation customer service work. The BPO sector needs agents to receive decision-making authority together with complete training and role confidence in delivering better service. The process which companies provide to their customers leads to better customer fairness which supports Sustainable Development Goal 8: Decent Work and Economic Growth. The research also investigates how agents gain empowerment through their positions and deliver equivalent service by performing their duties across three service dimensions which includes outcome-based, process-based and interactional dimensions. This research investigates how job satisfaction affects the delivery of services in organizations and agents who experience empowerment tend to view both results and operational methods as being just and equitable. Different levels of interactional fairness because their organizations support them and their relationships with colleagues at work. Job satisfaction is the primary mediator which leads employees to become involved while delivering services that are both uniform and fair to all customers. The hospitality BPO operations need strategic empowerment initiatives to establish their fundamental operations which result in sustainable success and equal service delivery while building sustainable economic growth.
Impact of merit-based recruitment on the quality and efficiency of public service delivery in Nigeria Yakubu, Ali
Southeast Asian Journal of Service Management Vol. 3 No. 1 (2026): Markets, Work, and Service Experience
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.v334

Abstract

Few studies have tested whether merit-based recruitment actually changes how well federal agencies in Nigeria deliver services. This study fills that gap. It asks whether merit-based recruitment raises service delivery quality and whether it improves service delivery efficiency in Nigeria's federal civil service. It also asks whether institutional capacity carries those effects, that is, whether it acts as a go-between in both relationships. A cross-sectional survey was used. Questionnaires were administered to 493 civil servants drawn from 18 federal ministries, departments, and agencies (MDAs) in Abuja. Hypotheses were tested using ordinary least squares regression through Hayes' PROCESS macro v4 for SPSS, Model 4, with 5,000 bootstrap resamples. Merit-based recruitment has a significant positive effect on institutional capacity, service delivery quality, and service delivery efficiency. Institutional capacity also has a significant positive effect on both service delivery outcomes. Institutional capacity partially mediates the relationship between merit-based recruitment and each of the two outcomes. The Federal Civil Service Commission (FCSC) and related oversight bodies in Nigeria need to apply merit-based recruitment standards more firmly and invest in building institutional capacity if they want to see real improvements in public service delivery.

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