The Eastasouth Management and Business
Vol. 4 No. 02 (2026): The Eastasouth Management and Business (ESMB)

Evaluating Technology Acceptance and Service Quality: An Integrated TAM – TPB Approach In Digital Aplication Adoption

Ulfanianatul Hasanah (Universitas Islam Negeri Kiai Haji Achmad Siddiq Jember)
Khamdan Rifa'i (Universitas Islam Negeri Kiai Haji Achmad Siddiq Jember)
Siti Masrohatin (Universitas Islam Negeri Kiai Haji Achmad Siddiq Jember)



Article Info

Publish Date
31 Jan 2026

Abstract

The rapid expansion of digital payment applications has transformed financial transactions, particularly among university students who are highly engaged in digital ecosystems. Understanding the factors that drive adoption and shape perceptions of service quality is essential for both theory and practice. This study aimed to evaluate the adoption of digital payment applications by integrating the Technology Acceptance Model (TAM) and the Theory of Planned Behavior (TPB) to explain their combined effects on perceived service quality. A quantitative research design was applied using a cross-sectional survey distributed to 250 students in East Java who had experience using digital payment applications. The instrument employed a structured questionnaire measured on a five-point Likert scale, and data were analyzed using multiple regression techniques. The results revealed that perceived usefulness and attitude were the strongest predictors of perceived service quality, while perceived ease of use, subjective norms, and perceived behavioral control also contributed significantly, albeit with weaker effects. The integrated TAM–TPB model explained 57% of the variance in service quality, demonstrating a stronger explanatory power than either model alone. These findings suggest that both functional and psychosocial factors are critical in evaluating digital payment services. The study contributes theoretically by extending adoption models to the domain of service quality and provides practical insights for developers and policymakers to improve digital financial services for students.

Copyrights © 2026






Journal Info

Abbrev

esmb

Publisher

Subject

Decision Sciences, Operations Research & Management

Description

ESMB - The Eastasouth Management and Business is a peer-reviewed journal and open access three times a year (March, July and November) published by Eastasouth Institute. ESMB aims to publish articles in the field of Strategic management, Operations management, Marketing and Sales, Supply chain and ...