Analysis of Factors Affecting User Acceptance of Train Mobile Ticketing Services Using the C-TPB-TAM
Abstract
PT Kereta Api Indonesia (Persero) is striving to enhance its services through technological advancements, particularly with its KAI Access mobile application. However, KAI Access has faced challenges, resulting in lower user adoption and various complaints. Users have reported issues such as the app frequently crashing, unresponsiveness, payment problems, and unclear error notifications. These problems are contrary to PT KAI's goal of providing a seamless ticket-purchasing experience. To address these challenges, PT KAI must improve the performance and user-friendliness of the KAI Access app, making it a superior choice compared to external alternatives. Research plays a crucial role in identifying factors that influence user acceptance of the application. This research employs the Combined Theory of Planned Behavior-Technology Acceptance Model (C-TPB-TAM) with a quantitative approach and utilizes SmartPLS for data analysis. The study reveals that seven hypotheses related to KAI Access usage have a positive and significant impact, including perceived usefulness (PU), perceived ease of use (PEOU), attitude (ATT), subjective norm (SN), perceived behavior control (PBC), and behavioral intention (BI). These findings offer valuable insights for further system development, helping PT KAI enhance its services and user experience.
Keywords: CTPB-TAM, KAI Access, Kereta Api Indonesia, Online Ticketing
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