The Used of Modified UTAUT 2 Model to Analyze The Continuance Intention of Travel Mobile Application

Abstract

PT. ABC is a state-owned company that provides railroad transportation services in Indonesia. In order to fulfill the needs of millions of passenger, PT. ABC has to innovate their business strategy in boosting up their train ticket sales. Following the technologies nowadays, the availability of ICT-based infrastructure is one of the most useful indicators to build up smart mobility. Therefore, the company launched its official mobile application named ABC Access in 2016. It is an official mobile application from PT. ABC that helps customers to order, manage and assist themselves with the service from pre, on until post train trip. However, the usage of application is still below the expectation hence it is the challenge that the company should find out the factors to increase the adoption of ABC Access. This study intends to analyze factors influencing the continuance intention of using ABC Access. The study's framework used in this study is adapted from the Unified Theory of Acceptance and Use of Technology 2 which is added with a new factor, namely System Quality. The data were collected from 409 valid respondents through purposive sampling technique. The data were analyzed by using SmartPLS 3.0 software and the result revealed that the factors influence continuance intention of using ABC Access from the highest to the lowest respectively are Hedonic Motivation, System Quality, Habit, and Performance Expectancy. The model can strongly predict the Continuance Intention of consumer towards ABC Access since the R <sup xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">2</sup> is 72%. Therefore, this model can be used by the company to improve and develop customer continuance intention towards ABC Access by considering those factors.