Mix method analysis for analyzing user behavior on logistic company mobile pocket software

Satria Fadil Persada (Bina Nusantara University)
Farid Afandi (Institut Teknologi Sepuluh Nopember)
Anak Agung Ngurah Perwira Redi (Sampoerna University)
Reny Nadlifatin (Institut Teknologi Sepuluh Nopember)
Yogi Tri Prasetyo (Yuan Ze University)
Adji Candra Kurniawan (Universitas Pertamina)

Jurnal Sistem dan Manajemen Industri
Vol. 7 No. 1 (2023): June

The present study emphasizes mixed-method analysis, integrating the partial least square structural equation model (PLS-SEM) and customer journey for mobile pocket office improvement in logistic XYZ company. The extension of the unified theory of acceptance and use of technology (UTAUT 2) model by incorporating perceived risk (PR), personal innovativeness (PI), and trust (TR) variables are used. The sample for this study consisted of 243 res­pondents. Based on the results of the PLS-SEM analysis, two of the eleven tested hypotheses were determined to be rejected. In application usage, the proposed model effectively explained 85.7 per cent of the influence on beha­vioral intention (BI) and 72.1 per cent on use behavior (UB). The customer journey mapping (CJM) investigation's findings show that fluctuations in the use of mobile pocket office technology in the field are generally brought on by a lot of data entry, sluggish internet connections, and overworked field operations. The XYZ company may acquire sugges­tions and knowledge for developing further applications due to this inquiry.