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All Journal International Journal of Business Economics (IJBE) Jurnal Manajemen Stratejik dan Simulasi Bisnis
Putra, Ade Oktarizal
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Habit, Trust, dan Continuous Intention sebagai Determinasi Use Behavior pada Pengguna PLN Mobile di Sumatera Barat Putra, Ade Oktarizal; Lita, Ratni Prima; Besra, Eri
Jurnal Manajemen Stratejik dan Simulasi Bisnis Vol. 6 No. 2 (2025): Jurnal Manajemen Stratejik dan Simulasi Bisnis
Publisher : Fakultas Ekonomi Universitas Andalas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25077/mssb.6.2.1-14.2025

Abstract

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.
The Continuous Intention of Electricity Mobile Apps: Evidence from Indonesia Putra, Ade Oktarizal; Lita, Ratni Prima; Besra, Eri; Syafrida, M. Fajar
International Journal of Business Economics (IJBE) Vol 7, No 1 (2025): SEPT 2025 - MARCH 2026
Publisher : Fakultas Ekonomi dan Bisnis, Universitas Muhammadiyah Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30596/ijbe.v7i1.26499

Abstract

Purpose – The low number of active users of the Indonesian state-owned enterprises related to electricity compared to the total number of registered users indicates challenges in promoting sustainable use. This study analyzes the factors influencing continuous intention and use behavior by adopting the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model, which has been expanded to include the variable of trust.Methodology – A quantitative approach, incorporating hypothesis testing techniques, was employed in this study. There were 370 samples, selected using purposive sampling, consisting of PLN Mobile users in West Sumatra who had used the PLN Mobile app within the past three months. Data was collected through an online questionnaire and analyzed using SmartPLS 4.0 software with structural equation modeling techniques.Findings – Hedonic motivation, price value, habit, trust, social influence, performance expectancy, effort expectancy, and facilitating factors all had a positive and significant impact on continuous intention. Habit and facilitating conditions also have a favorable and substantial impact on use behavior. Continuous intention mediates the relationship between trust and use behavior, having a favorable and significant effect on use behavior.Originality/Novelty – This study highlights the role of the UTAUT2 model and trust in influencing sustained intention and usage behavior among mobile application users at state-owned enterprises related to electricity.Implications – The findings of this study will help PLN, as an Indonesian state-owned enterprise related to electricity, understand the significant role of aspects in the UTAUT2 model and trust in shaping sustainable intention and usage behavior among PLN Mobile app users.
Co-Authors ERI BESRA, ERI Ratni Prima Lita Syafrida, M. Fajar