Exploration of User Behavior in Ordering Local Train Tickets for Greater Bandung via the Access by KAI Application: Application of a Modified UTAUT Model
DOI:
https://doi.org/10.37367/jpi.v9i1.397Keywords:
Access by KAI, Public Transportation, Behavioral IntentionAbstract
This study explores the user behavior of the Access by KAI application developed by PT KAI to facilitate train ticket bookings, with a focus on the local Bandung Raya route. The novelty of this study lies in the use of Structural Equation Modeling - Partial Least Squares (SEM-PLS), incorporating a modification of the UTAUT model, to identify factors influencing the intention and behavior of using the application within the context of public transportation services in Indonesia. The study employs a quantitative approach, with primary data collected through a questionnaire involving 145 respondents selected through accidental sampling. The results of the analysis show that Performance Expectancy, Effort Expectancy, Social Influence, User Experience, and Minimalist Aesthetic Design have a significant positive effect on Behavioral Intention, which in turn affects Application Usage Behavior. However, Facilitating Conditions do not have a significant effect on user behavior, highlighting the dominance of personal factors and user perceptions. This study contributes to the literature by emphasizing the importance of improving user experience and creating a more intuitive application design as strategies to increase user loyalty to Access by KAI. PT KAI is advised to focus on enhancing the interface, adding relevant features, improving the speed and stability of the application, and regularly collecting user feedback to ensure that the application continues to meet user needs.Downloads
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