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Miftahur Rahman Fibri
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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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INDONESIA
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. 2 No. 1 (2025): Digital Services and Consumer Behavior" : 6 Documents clear
The effect of service quality, tourist satisfaction, place attachment on environmentally responsible behavior in Praiijing traditional village Yoanna Evangeline; Siti Rahayu; Adi Tedjakusuma
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.v27

Abstract

This study aims to find out and analyze the influence of Service Quality, Tourist Satisfaction, Place Attachment, and Environmentally Responsible Behavior on tourist attractions in Praiijing Traditional Village. Data processing is carried out using quantitative approaches and this type of research is causal. Variables used in this study are service quality, tourist satisfaction, place attachment, and environmentally responsible behavior. Technical analysis of the data used is Structural Equation Modeling (SEM) by using the SPSS 16.0 for Windows and AMOS version 22. This study used samples in the form of responses from respondents who had visited Praiijing Traditional Village with the number of samples used in the study 150 respondents. The results of this study showed the mutual influence between service quality, tourist satisfaction, place attachment, and environmentally responsible behavior.
The influence of logistics service quality on customer satisfaction and loyalty at Alfamart in Indonesia Putu Melinda; Siti Rahayu; Adi Tedjakusuma
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.v28

Abstract

This study aims to determine the relationship between logistics service quality, customer satisfaction, and loyalty in customers using Alfamart's BOPS shopping service through Alfagift. Data processing was carried out using SPSS 26 and SmartPLS 3. The data used in this study are primary data obtained from distributing questionnaires. Respondents in this study were 250 respondents who had used Alfamart's BOPS shopping service through Alfagift at least 2 times in the past 1 year. The sampling technique in this study was non-probability sampling. Based on the results of hypothesis testing, what affects customer satisfaction is timeliness, while what affects customer loyalty is availability. In this study, customer satisfaction is also significant in influencing customer loyalty.
Factors that influence behavioral intention in m-payment users in Surabaya Evinka Dindamiatma; Antonius Setyawan; Junaid Kajee
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.v29

Abstract

Many aspects of human life have shifted as a result of the rapid advancement of digital technology. Almost every aspect of human life that has been handled traditionally has begun to transition to the digital realm. In the economic field, digital payments using smartphones, also known as m-payments, are one proof of technological advances in the use of digital payments or m-payments. This study aims to analyze the factors that influence the behavioral intentions of m-payment users in Surabaya. The theory used in this study is UTAUT (Unified Theory of Acceptance and Use of Technology) with 6 independent variables (performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, habit), 1 mediating variable (behavioral intention), 1 dependent variable (use behavior). Respondents in this study were 150 people who were analyzed using the SEM (Structural Equation Modeling) method of data processing and testing using SmartPLS software. Based on the results of data processing, shows that performance expectations, effort expectations, social influence, facilitating conditions, hedonic motivation, and habits have a positive effect on behavioral intentions. As well as behavioral intentions have a positive effect on usage behavior.
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.
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.

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