The Role of Satisfaction in Mediating the Effect of Perceived Usefulness and Perceived Ease of Use on Continuance Intention of Kereta Api Indonesia Access Application

Nabila Dyah Putri Permadi; Anik Lestari Andjarwati

doi:10.55927/ijbae.v4i4.223

Authors

Nabila Dyah Putri Permadi Universitas Negeri Surabaya
Anik Lestari Andjarwati Universitas Negeri Surabaya

DOI:

https://doi.org/10.55927/ijbae.v4i4.223

Keywords:

Perceived Usefulness, Perceived Ease of Use, Satisfaction, Continuance Intention

Abstract

Digital technology, including the Access KAI app, facilitates train ticket booking. This study, involving 200 respondents and analyze with SEM-PLS 3, finds that perceived usefulness significantly influences satisfaction and continuance intention, while perceived ease of use only affects satisfaction and needs satisfactions as a mediator to influence continuance intention. These result support Davis’ (1989) TAM and Zikmund et al.’s (2003) Satisfaction theory on how perceived usefulness, perceived ease of use, and satisfaction in driving continuance intention.

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