USER CONTINUANCE INTENTION IN THE TRAVELOKA MOBILE APPLICATION: A MODIFIED UTAUT2–ECM MODEL

Adhitya Eka Putra; Achmad Luthfi; Samidi

doi:10.24252/instek.v11i1.66084

Authors

Adhitya Eka Putra Universitas Budi Luhur
Achmad Luthfi Universitas Budi Luhur
Samidi Universitas Budi Luhur

DOI:

https://doi.org/10.24252/instek.v11i1.66084

Keywords:

Continuance Intention, ECM, PLS-SEM, Traveloka, UTAUT2

Abstract

Pertumbuhan pesat aplikasi perjalanan berbasis mobile meningkatkan persaingan antar platform online travel agent serta mendorong pentingnya pemahaman terhadap faktor-faktor yang memengaruhi keberlanjutan penggunaan aplikasi. Meskipun Traveloka memiliki posisi pasar yang kuat di Indonesia, penelitian empiris yang mengkaji perilaku penggunaan berkelanjutan dengan model teoretis terintegrasi masih terbatas. Penelitian ini menganalisis continuance intention pengguna menggunakan model integrasi Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) dan Expectation Confirmation Model (ECM) yang diperluas dengan konstruk Trust dan Application Quality sebagai faktor kunci. Data dikumpulkan dari 277 pengguna aktif melalui survei daring dan dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa Habit dan Trust berpengaruh signifikan terhadap continuance intention, sedangkan Performance Expectancy dan Application Quality tidak berpengaruh signifikan secara langsung. Confirmation berpengaruh signifikan terhadap Performance Expectancy dan Satisfaction yang selanjutnya berkontribusi terhadap pembentukan Trust. Temuan ini menegaskan bahwa kebiasaan dan kepercayaan pengguna memiliki peran lebih dominan dibandingkan persepsi kinerja dalam mempertahankan penggunaan aplikasi, sementara Trust dan Application Quality tetap menjadi konstruk penting dalam model yang dikembangkan.

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