Pengukuran Perilaku Penggunaan Mobile Ticketing: Perspektif Unified Theory of Acceptance and Use of Technology

Fiska, Yushar and Wasilah, Wasilah (2025) Pengukuran Perilaku Penggunaan Mobile Ticketing: Perspektif Unified Theory of Acceptance and Use of Technology. Pengukuran Perilaku Penggunaan Mobile Ticketing: Perspektif Unified Theory of Acceptance and Use of Technology, 25 (1). pp. 106-119. ISSN P-ISSN:1693-3877 / E-ISSN: 2407-1544

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Abstract

The digital transformation of the public transportation sector has driven various service innovations, including the emergence of mobile ticketing applications that allow users to book tickets independently. Access by KAI is the official digital platform of PT Kereta Api Indonesia, offering services such as ticket booking, schedule checking, and access to e-boarding passes. Although the application has achieved a high number of downloads and users, some individuals have reported technical issues and suboptimal user experiences. This study investigates the influence of constructs within the UTAUT3 framework on behavioral intention and actual usage behavior of the Access by KAI application. UTAUT3, as applied in this study, includes the constructs from UTAUT2, with the addition of Personal Innovativeness in IT (PIIT) to reflect users’ inclination to adopt new technologies. A total of 12 hypotheses were tested using PLS-SEM analysis on data collected from 211 respondents. The results show that 4 of the 12 hypotheses were statistically supported. Facilitating Conditions and Personal Innovativeness in IT significantly affected Behavioral Intention, while Behavioral Intention and Habit significantly influenced Use Behavior. Among all constructs, Habit was identified as the most dominant. The high R² value indicates strong explanatory power, while the Q² value confirms the model’s predictive relevance. This study reinforces the applicability of UTAUT3 in the context of mobile ticketing. The findings also provide practical recommendations for developers to improve support services, foster habitual use the application, and design innovations that are aligned with user needs.

Item Type: Article
Subjects: Ilmu Komputer
eTheses
Divisions: Pasca Sarjana > Magister Teknik Informatika
Depositing User: Yushar Fiska
Date Deposited: 02 Oct 2025 03:50
Last Modified: 02 Oct 2025 03:50
URI: http://repo.darmajaya.ac.id/id/eprint/22883

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