cover
Article Per Year (5 Year)
All
Home Page
OAI Link
Editorial Team
Contact
Reviewer
Google Scholar
Contact Name
Miftahur Rahman Fibri
Contact Email
rahmanfibri@staff.ubaya.ac.id
Phone
+6283136314790
Journal Mail Official
bobbymiraja@staff.ubaya.ac.id
Editorial Address
EC BUILDING 1ST FLOOR MANAGEMENT DEPARTMENT FACULTY OF BUSINESS AND ECONOMICS UNIVERSITY SURABAYA Jl. Raya Kalirungkut, Kali Rungkut, Kec. Rungkut, Surabaya, Jawa Timur 60293
Location
Kota surabaya,
Jawa timur
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 30 Documents
 1   2   3 
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).
Subscribers’ social factors and adoption of self-service platforms in Delta State Peter Ikpeazu
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.v223

Abstract

Abstract. This study aims to examine the socio-economic factors influencing the use of digital service delivery touch-points among MTN and DStv subscribers in Delta State, Nigeria. Specifically, it investigates the effects of peer group influence, awareness, and demographic characteristics such as gender, age, educational qualification, and occupation on the usage of mobile self-service applications. A cross-sectional survey design was employed, and data were collected through structured questionnaires distributed to 381 MTN and DStv subscribers. The data were analysed using descriptive statistics and inferential statistics with the aid of SPSS. The findings of this research proved that peer group influence, awareness, and demographic characteristics have significant effects on the usage of self-service applications among MTN and DStv subscribers.  
The effect of service quality on customer satisfaction and customer loyalty among Bank Mandiri customers in Indonesia Muhammad Sayoga; Indarini; Dudi Anandya
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.v224

Abstract

This study aims to analyze the effect of five dimensions of service quality, namely reliability, responsiveness, visibility, employee commitment, and access to service, on customer satisfaction, as well as the effect of customer satisfaction on customer loyalty among Bank Mandiri customers in Indonesia. This study uses a descriptive quantitative research method. Data collection in this study used questionnaire respondents' data distributed using the Google Form platform. Data processing methods used SPSS 24 and AMOS 23 software. The results show that of the six hypotheses tested, five were supported: reliability has a positive effect on customer satisfaction, responsiveness has a positive effect on customer satisfaction, visibility has a positive effect on customer satisfaction, employee commitment has a positive effect on customer satisfaction, and customer satisfaction has a positive effect on customer loyalty. One hypothesis was not supported: access to service does not have a positive effect on customer satisfaction. These findings provide insights for Bank Mandiri to improve the dimensions of service quality that are most influential in creating customer satisfaction and customer loyalty.
The role of FoMO in skincare products endorsed by social media influencers in Indonesia Christoper Hendrata; Dudi Anandya; Indarini
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.v225

Abstract

This study aims to analyze the role of Fear of Missing Out (FoMO) in influencing the purchase intention of skincare products in Indonesia. The type of research used is basic research. This research is quantitative research using primary data, distributed through questionnaires with N = 178. Target respondents who fill out the questionnaire are users of skincare products in the last 1 year. Data processing using the Structural Equation Modeling (SEM) method with the help of SPSS and AMOS software. Results show significant positive effects: imitation of influencers on social comparison (β = .485, p < .001) and on materialism (β = .428, p < .001); social comparison on FoMO (β = .570, p < .001) and on materialism (β = .287, p < .001); FoMO on buying intention (β = .601, p < .001); and materialism on buying intention (β = .254, p < .001). These findings provide insights for skincare companies in Indonesia to utilize relevant influencers to create emotional and social appeal to increase consumer purchase intention.
Factors affecting WoM among telecommunications network users in Indonesia Ariel Danendra; Fitri Widjaja
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.v226

Abstract

This study aims to analyze the factors influencing WOM (word of mouth) among telecommunications network users in Indonesia. This study has eight dimensions of constructive variables: Service Communication, Quality Service, Relational Value, Trust, Satisfaction, eWOM, fWOM, and Positive Emotional Experience. This study was conducted in a single service setting, and therefore, the results cannot be generalized. Data collected to support the initial variables were distributed to telecommunications network users in Indonesia through 286 Google Forms questionnaire respondents. This investigation used SmartPLS 4 due to its robustness in testing predictive models. This research guides telecommunications service managers in developing and managing user-provider relationship networks. Specifically, this paper shows how business references can be generated and used to build customer retention from various relationship-building strategies. The study shows that service providers who deliver quality services, design superior value, and provide reliable information are better positioned to build strong relationships with customers and, ultimately, to foster Positive Emotional Experiences for both users and providers.
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.

Page 3 of 3 | Total Record : 30

 1   2   3 

Filter by Year

2024 2026


Reset
Filter By Issues
All Issue Vol. 3 No. 1 (2026): Markets, Work, and Service Experience Vol. 2 No. 3 (2025): Consumer Engagement and Digital Influence Vol. 2 No. 2 (2025): Events, Experiences, and E-Loyalty Vol. 2 No. 1 (2025): Digital Services and Consumer Behavior Vol. 1 No. 1 (2024): First Issue: Commerce and Destinations