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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 36 Documents
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Factors influencing consumer purchase intention among people living in Phnom Penh: a study of Aliexpress cross-border e-commerce Chhay Ly; Soun Hong
Southeast Asian Journal of Service Management Vol. 3 No. 2 (2026): Consumer Decisions and Talent Retention
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.32.38

Abstract

In today’s digital age, cross-border e-commerce has significantly transformed consumer shopping behaviour by enabling access to global markets. However, consumers still encounter various challenges when engaging with these platforms. This study aims to examine the key factors influencing consumer purchase intention and to identify the major challenges faced by consumers in Phnom Penh when using cross-border e-commerce, particularly AliExpress. A quantitative research approach was employed, with data collected from 388 respondents through a structured questionnaire. Statistical analysis using SPSS was conducted to evaluate the effects of six factors: Trust on Platform, Perceived Usefulness, Purchase Behaviour, Perceived Security, Perceived Reliability on Logistics and Delivery, and Consumer Behaviour. The findings reveal that Trust on Platform, Perceived Usefulness, Perceived Reliability on Logistics and Delivery, and Consumer Behaviour have a significant influence on consumer purchase intention. In terms of challenges, product-related issues emerged as the primary concern, followed by shipping problems. Interestingly, around 40% of respondents reported experiencing no major challenges when engaging in e-commerce. These findings provide valuable insights for businesses and practitioners seeking to strengthen their presence in Cambodia’s cross-border e-commerce market by improving trust, logistics reliability, and overall customer experience.
The effect of logistics service quality on customer satisfaction and loyalty among Indonesian Gen Z TikTok shop customers with delivery discrepancy and return experience Syafa'atul Utma; Juliani Trisnawati
Southeast Asian Journal of Service Management Vol. 3 No. 2 (2026): Consumer Decisions and Talent Retention
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.32.33

Abstract

Logistics service quality is one of the important elements in e-commerce because logistics service quality not only affects customers' perceptions of the service but also determines the success in maintaining customer loyalty in the long term. This study is a replication of a previous study, which stated that the four dimensions of logistics service quality, namely order accuracy, order condition, timeliness, and handling of order discrepancies, have a positive and significant effect on customer satisfaction. In addition, customer satisfaction has also been proven to have a positive and significant impact on customer loyalty. The main focus of this study is to review the relationship between variables that have been studied previously in the context of online shopping platform users in Indonesia. The approach used in this study is quantitative, with analysis techniques using Partial Least Squares (PLS) and Structural Equation Modeling (SEM) with the help of IBM SPSS Statistics 24 and SmartPLS 3 software. Data were collected through an online questionnaire from 204 Indonesian Gen Z TikTok Shop customers who had experienced delivery discrepancies and completed product returns. The findings of this study indicate that the four dimensions of logistics service quality, which include order accuracy, order condition, timeliness, and handling of order discrepancies, significantly and positively affect customer satisfaction. Likewise, customer satisfaction has also been proven to have a positive and significant effect on customer loyalty.
An integrated TAM, IDT, trust, service quality and UI/UX in explaining mobile banking adoption in Cambodia Ratha Seng; Rady Chhun; Sengtha Chay; Bunnak Poch
Southeast Asian Journal of Service Management Vol. 3 No. 2 (2026): Consumer Decisions and Talent Retention
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.32.35

Abstract

This research investigates the determinants of mobile banking adoption in Cambodia using a convergent mixed-methods design. The study integrates TAM, IDT, Trust and Service Quality constructs to explain behavioral intention. Quantitative data were obtained from 528 university students and analyzed through PLS-SEM, while qualitative insights were gathered from 10 SME owners to assess practical experiences with mobile banking applications, particularly UI/UX features and Bakong-enabled transactions. Empirical results indicate that Perceived Ease of Use, Trust, Service Quality and Customer Satisfaction are the most significant predictors of Behavioral Intention. In contrast, Perceived Usefulness, Complexity, and Security do not exert direct significant influence within this context. The qualitative findings complement the statistical results by highlighting users’ preference for simple navigation, efficient QR scan, and secure transaction confirmation. The study concludes that technological reliability and positive user experience are more decisive than functional benefits alone. The integrated framework provides both theoretical contribution and practical implications for financial institutions seeking to enhance digital banking adoption and strengthen Cambodia’s digital financial ecosystem.
Impact of public sector talent retention on brain drain in selected north-central states in Nigeria Ali Yakubu; Hassan Achimugu; Ata-Agboni Joy Uyo
Southeast Asian Journal of Service Management Vol. 3 No. 2 (2026): Consumer Decisions and Talent Retention
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.32.36

Abstract

There is paucity of studies that examined whether Public Sector Talent Retention has effect on the problem of Brain Drain in North-Central States in Nigeria. This study bridges that gap by asking whether Public Sector Talent Retention has effect on brain drain in Nigeria. It also asks pertinent questions with a view to digging deep into the possible causes of labour mobility. This study examines the relationship between public sector talent retention strategies and brain-drain issues in North-Central states through a quantitative empirical analysis. Brain drain has emerged as a significant threat to Nigeria's socio-economic development, with approximately half of licensed medical doctors and substantial numbers of academic professionals migrating to developed countries. This study adopted a quantitative, cross-sectional survey research design. This study collected data from 705 public sector employees across the North-Central States and employed structural equation modeling (SEM) and multiple regression analysis to examine the relationship between talent retention practices and brain drain mitigation. Findings reveal that career development opportunities emerged as the strongest predictor of brain drain intentions (β = -0.298, p < 0.001), followed by compensation satisfaction (β = -0.271, p < 0.001). Poor working conditions, limited career advancement opportunities, and insufficient professional development programs significantly contribute to brain drain intentions among public sector professionals. The Federal, States, Local Government and private employers of labour need to start implementing competitive remuneration packages, improving workplace infrastructure, creating clear career progression pathways and establishing robust professional development programs to enhance talent retention in Nigeria's public sector. Among the few studies that examined the effect of Public Sector Talent Retention on Brain Drain, basically, none covers North-Central States of Nigeria except this which gives the study its originality. The study contributes to the existing body of knowledge by providing empirical evidence on the relationship among talent retention and brain drain in Northern Nigeria. The theoretical framework is anchored on Herzberg's Two-Factor Theory of motivation and Human Capital Theory.
The role of social media in shaping purchasing decisions in Phnom Penh, Cambodia Simeng Ly; Hong Soun
Southeast Asian Journal of Service Management Vol. 3 No. 2 (2026): Consumer Decisions and Talent Retention
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.32.39

Abstract

The rapid evolution of social media has transformed consumer behavior, making it a critical tool for influencing purchasing decisions in the digital age. This study, titled "The Role of Social Media in Shaping Purchasing Decisions in Phnom Penh, Cambodia" by addressing two key research questions: (1) What are the key factors in social media that influence consumer purchasing decisions in the digital age? (2) What are the challenges in purchasing through social media? To achieve this, a systematic methodology was employed, encompassing sample design, data collection, and statistical analysis. SPSS was used to conduct descriptive statistics, regression, and factor analysis. Additionally, reliability testing, such as Cronbach’s Alpha, was conducted to ensure the consistency of survey responses. Based on a survey of 394 participants, where 58.9% were men and 41.1% were women, with a significant proportion aged 26-30, results showed that social media usage was prevalent, with most respondents engaging daily. Findings revealed that all key factors in social media such as social media engagement, influencer credibility, peer recommendations, level of consumer awareness, digital literacy, and consumer protection mechanisms had a significant influence on purchasing decisions, as reflected in a Model Summary of Regression shown R-value 84%, R-square 70.6%, and Adjust R-square 70.1% with significance <0.001. Based on Regression Coefficient showing P-value of all independent variables are <0.01 which selecting a significance level 1% to accept. In addition, a key challenge identified in the survey is the discrepancy between advertised and actual products on social media, which undermines consumer trust. This issue highlights the need for accurate product representation, stricter ad transparency, and stronger return and refund policies to restore buyer confidence in social commerce. This research highlights the growing impact of social media in consumer behavior and provides insights into the challenges and opportunities for businesses and consumers in the digital marketplace.
Consumer purchase intention on life insurance among Cambodians Lenghouy Heng; Soun Hong
Southeast Asian Journal of Service Management Vol. 3 No. 2 (2026): Consumer Decisions and Talent Retention
Publisher : Faculty of Business and Economics, University of Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24123/seajsm.32.44

Abstract

This study investigates factors influencing life insurance purchase intention among residents of Phnom Penh, Cambodia, amid a growing yet underdeveloped insurance industry with low penetration. Guided by two research questions—what factors influence purchase intention and what challenges consumers face—the study aims to examine these drivers and identify key barriers to adoption. A quantitative approach was used, collecting data from 386 respondents through structured questionnaires. Results showed that all four examined variables significantly influence purchase intention, with trust in insurance providers being the most influential, highlighting the importance of credibility and transparency. Consumer knowledge and social influence also showed strong positive effects, while perceived risk positively influenced intention, suggesting that risk awareness motivates protective purchasing behavior. The study also identified key barriers to adoption, including distrust in providers fulfilling promises, pricing concerns, limited awareness, complicated claims processes, financial constraints, poor service experience, and dissatisfaction with insurance packaging. These findings highlight the need for reforms in communication, transparency, and service delivery. The study offers practical implications for insurers, policymakers, and marketers, suggesting that enhancing consumer education, building trust, addressing perceived risks, and leveraging social influence can improve life insurance adoption in Cambodia.

Page 4 of 4 | Total Record : 36

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