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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 26 Documents
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Factors that influence revisit intention based on tourist perceptions in Bali Aurelia Evelyn; Siti Rahayu; Veny Megawati
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.v11

Abstract

The presence of smart tourism technology in Indonesia has brought forth numerous innovations in creating memorable vacation experiences, especially in the current era. Bali, being one of Indonesia's popular islands with a variety of attractions, has experienced the impact of smart tourism. This is evident in tourists booking flights online. This study aims to analyze the influence of perceived smart tourism technology (PSTT) on travel experience satisfaction, tourists' happiness, and revisit intention in Bali. The research is quantitative and involves four variables: perceived smart tourism technology, travel experience satisfaction, tourists' happiness, and revisit intention, with a total of 167 respondents who have vacationed in Bali within the past year. The data were processed using SEM with SPSS and SmartPLS. The research findings indicate that PSTT significantly and positively influences travel experience satisfaction. Travel experience satisfaction has a significant positive impact on tourists' happiness and revisit intention in Bali, while tourists' happiness also significantly and positively influences revisit intention.
The influence of hedonic motivation, price, information, and trust on online purchase intention for Tokopedia consumers in Surabaya Elyza Sutandyo; Deddy Marciano; Indarini
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.v12

Abstract

The Covid-19 pandemic has changed human behavior and habits. The development of technology has had a lot of positive impacts that make it easier for people's lives to shop online to meet the needs of life. Tokopedia is one of the trending online shopping platforms and is most in demand by the people of Surabaya during the Covid-19 pandemic where the highest number of engagements on Facebook and Twitter social media is 146,427. This study aims to determine the effect of hedonic motivation, price, information, and trust on online purchase intention on Tokopedia consumers in Surabaya. The causal research-based research was tested empirically using questionnaire data totaling 150 respondents. This research was analyzed using SEM (Structural Equation Modeling) with SPSS 25 software and AMOS 22 software. The results showed that hedonic motivation, online price, and online trust affect the intention to purchase online, then online price affects hedonic motivation, and access to online information affects online trust. Lastly, access to online information does not affect the intention to purchase online.
Factors that influence purchase intention social commerce TikTok shop in Indonesia Jesica Ong; Dudi Anandya; Indarini
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.v13

Abstract

This study aims to examine the factors influencing purchase intention among TikTok Shop consumers in Indonesia. Using a survey of 165 TikTok Shop users, data were analyzed through confirmatory factor analysis (CFA) and structural equation modeling (SEM) via AMOS 24 software. The findings reveal that economy, reliability, interaction, and sales promotion significantly impact consumer purchase intention, while necessity does not. Reliability emerged as the most influential factor, suggesting that consumer trust in accurate and dependable product information on TikTok Shop strongly drives purchase intention. Interaction between consumers and sellers also plays a key role, as engagement fosters a positive shopping experience, further enhancing purchase intentions. Additionally, the economy and sales promotion factors, such as discounts and shipping subsidies, positively affect consumer purchase behavior. These results indicate that TikTok Shop could benefit from strengthening its reliability and interactive features to improve consumer experiences and encourage purchases. Future research could investigate regional and demographic variations, especially among older age groups, to deepen insights into consumer behavior across social commerce platforms.
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.
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.
From branding to behavior: investigating the impact of employer branding and organizational reputation on application intentions through person-organizational fit (POF) Faizal Susilo Hadi
Southeast Asian Journal of Service Management Vol. 3 No. 1 (2026): Online First
Publisher : Faculty of Business and Economics, University of Surabaya

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

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