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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 26 Documents
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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.
Customer satisfaction with digital banking in Cambodia Lykemtheng He; Hong Soun
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.v214

Abstract

Over the past decade and accelerated by the COVID-19 pandemic, Cambodia’s banking sector has transformed dramatically, with digital tools reshaping how everyday Cambodians manage their finance. However, what truly drives satisfaction with these new touch point? This study aims to discovers the key factors shaping customer satisfaction in Cambodia’s digital banking landscape, focusing on ease of use, accessibility, security, customer support, and how users adapt to new technologies. Surveying 280 Phnom Penh residents aged 18 and above. Regression analysis revealed that all five factors significantly impact satisfaction, Customers prioritize security and privacy of transactions. Adaptation and accessibility driven by intuitive platforms and multi-channel access are equally vital. Beyond ease of use and support, proactive engagement from providers is essential. The findings aren’t just numbers, this can be a roadmap for banks. By prioritizing ironclad security, user-friendly designs, customer service improvement, and ongoing customer education, institutions can build trust, loyalty and enhance their customer satisfaction in a competitive market. This study doesn’t just add to global research on digital banking it paints a vivid picture of Cambodia’s unique challenges and opportunities, offering actionable insights for banks aiming to thrive in an era where customer experience is king.
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.
Linking event quality to destination loyalty: a study on Coban to Coban Run Series in Malang Finisya Dasmasela; Veny Megawati; Angeline Chrysanta Antolis
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.v216

Abstract

Tourism is a sector that can boost Indonesia's foreign exchange. This is due to the availability of resources needed in developing tourism in the country, which resources are owned by Indonesia in the form of vast territory and the diversity that exists in the country. The potential of the destination area must have 3A in the form of attractive, amenities, accessibilities, facilities, with this, the government in the next five years is trying to increase tourism promotion by utilizing information technology strongly, and the government will develop culture-based tourism types and build a better tourism brand. This study aims to determine the effect of destination image, perceived value, tourist satisfaction, destination loyalty, and event quality on the Coban to Coban series event in Malang. The research conducted using causal research was tested quantitatively using SEM (Structural Equation Modeling), SPSS 18 software, and AMOS 22 software. The results of the study used 150 respondents and showed 6 significant positive supported hypotheses, and 1 hypothesis was not supported.
The influence of event quality on perceived value and tourist satisfaction with regional sport events Hans Hartanto; Veny Megawati
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.v217

Abstract

This study explores the relationships between event quality, destination image, perceived value, tourist satisfaction, and destination loyalty in the context of the 2019 East Java Provincial Sports Week (Porprov) event. The research aims to understand how these factors influence tourists' loyalty to a destination, with a focus on small-scale sporting events. Hypotheses were developed based on the assumption that event quality positively affects destination image, perceived value, and tourist satisfaction, which in turn influence destination loyalty. Data were collected from 170 respondents using a snowball sampling technique and analyzed using Structural Equation Modeling (SEM) with AMOS 24. The findings revealed that event quality significantly positively impacts destination image, perceived value, and tourist satisfaction. Moreover, both destination image and perceived value were found to positively influence tourist satisfaction and destination loyalty. Tourist satisfaction was identified as a crucial mediator in the relationship between destination image and perceived value with destination loyalty. These results highlight the importance of high-quality events in shaping positive perceptions of a destination and fostering long-term loyalty among tourists. The study provides practical recommendations for event organizers and destination marketers, emphasizing the need to enhance event quality and tourist satisfaction to build enduring relationships with visitors.
The influence of perceived behavioral control, attitude, and subjective norm on revisit intention of Komodo National Park in Labuan Bajo Mayela Mboi; Siti Rahayu; Veny Megawati
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.v218

Abstract

This study examines the influence of Perceived Behavioral Control, Attitude Toward the Behavior, and Subjective Norms on Revisit Intention to Komodo National Park in Labuan Bajo. Using non-probability sampling, data were collected from 175 visitors who had visited the park in the past 2–3 years. The analysis was conducted using SmartPLS. Results show that Subjective Norms, Perceived Behavioral Control, and Destination Image have a significant positive effect on Revisit Intention. In contrast, Attitude Toward the Behavior, Perceived Value, Perceived Risk, Perceived Service Quality, and Satisfaction do not significantly influence revisit intention. Additionally, Destination Image and Perceived Value significantly affect Satisfaction, while Perceived Service Quality does not. However, Perceived Service Quality positively influences Perceived Value. The study also finds that Satisfaction does not mediate the relationships between Perceived Service Quality, Destination Image, or Perceived Value and Revisit Intention. These findings highlight the stronger role of social and perceptual factors over individual attitudes in shaping revisit behavior.
Driving e-loyalty in e-retailing: the role of e-service quality, e-satisfaction, and e-trust in Tokopedia Nadya Zulkarnain; Siti Rahayu; Adi Tedjakusuma
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.v219

Abstract

The rapid development of the digital era has made e-retailing, particularly in Indonesia, a popular choice for online shopping. A critical factor influencing an e-retailing company's value is e-service quality. This study aims to assess the impact of e-service quality, measured through efficiency, privacy, reliability, emotional benefits, and customer service, on attitudinal and behavioral loyalty, with e-trust and e-satisfaction serving as mediators. Using purposive sampling, data were collected from 230 respondents across Indonesia through Google Forms. The analysis, conducted via Structural Equation Modeling (SEM) with SPSS AMOS 23, revealed that efficiency, emotional benefits, and customer service positively affected e-satisfaction and e-trust, which in turn influenced both types of loyalty. However, privacy, reliability, and the emotional benefits dimension did not have significant effects on e-satisfaction or e-trust. These findings offer valuable insights for improving Tokopedia’s e-service quality to enhance customer loyalty and performance.
The influence of e-service quality on e-loyalty on Soco by Sociolla online retail customers in Indonesia Cheryl Budiono; Prita Kusumawardhany
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.v220

Abstract

This study aims to determine the influence between e-service quality, e-satisfaction, e-trust, and e-loyalty. The research object used in an online retail application SOCO by Sociolla in Indonesia. The data was processed using software named Smart PLS 3 with 190 primary data obtained through respondents and customers of SOCO by Sociolla in Indonesia. The results of this study indicate a supported relationships of efficiency on e-satisfaction and e-trust, privacy on e-satisfaction and e-trust, reliability on e-satisfaction and e-trust, emotional benefit on e-satisfaction, customer service on e-trust, e-trust on e-satisfaction, e-satisfaction on behavioural loyalty and attitudinal loyalty, e-trust on attitudinal loyalty, and then behavioural loyalty on attitudinal loyalty. In addition, there are non-supported relationships namely emotional benefit to e-trust, customer service to e-satisfaction, and then e-trust to behavioural loyalty.

Page 2 of 3 | Total Record : 26

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