Habit, Trust, dan Continuous Intention sebagai Determinasi Use Behavior pada Pengguna PLN Mobile di Sumatera Barat
DOI:
https://doi.org/10.25077/mssb.6.2.1-14.2025Keywords:
PLN Mobile, Continuous Intention, Habit, Perceived Trust, Use BehaviorAbstract
Transformasi digital dalam pelayanan publik telah mendorong pengembangan aplikasi PLN Mobile untuk meningkatkan kepuasan pelanggan. Namun, rendahnya tingkat pengguna aktif menyoroti kebutuhan untuk mengeksplorasi faktor-faktor yang mempengaruhi penggunaan aplikasi yang berkelanjutan. Penelitian ini bertujuan untuk menguji pengaruh kebiasaan dan kepercayaan yang dirasakan terhadap intensi berkelanjutan, dan pengaruh kebiasaan dan intensi berkelanjutan terhadap perilaku penggunaan. Pendekatan penelitian kuantitatif dengan metode penelitian eksplanatori digunakan, dengan melibatkan 160 pengguna PLN Mobile di Sumatera Barat. Data dikumpulkan melalui kuesioner online dan dianalisis menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM) melalui SmartPLS 3.0. Hasil penelitian menunjukkan bahwa semua hubungan yang dihipotesiskan signifikan secara statistik. Habit dan Trust secara positif mempengaruhi Continuous Intention, dan baik Trust dan Continuous Intention secara signifikan mempengaruhi perilaku penggunaan. Nilai R-Square yang sebesar 0,73 untuk intensi berkelanjutan dan 0,69 untuk user behavior penggunaan menunjukkan prediktabilitas model yang kuat. Temuan ini menegaskan pentingnya menumbuhkan Habit dan Trust pengguna untuk mendukung adopsi layanan digital yang berkelanjutan. Studi ini memberikan kontribusi implikasi praktis untuk mengembangkan strategi digital yang berpusat pada pelanggan dan menyarankan variabel perluasan untuk penelitian di masa depan dalam konteks teknologi layanan publik.
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