Analisis Faktor Yang Memengaruhicontinuous Intention Pada Pengguna Pln Mobile Menggunakan Model Utaut 2

ADE OKTARIZAL PUTRA, ADE (2025) Analisis Faktor Yang Memengaruhicontinuous Intention Pada Pengguna Pln Mobile Menggunakan Model Utaut 2. S2 thesis, Universitas Andalas.

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Abstract

ANALISIS FAKTOR YANG MEMENGARUHICONTINUOUS INTENTION PADA PENGGUNA PLN MOBILE MENGGUNAKAN MODEL UTAUT 2 Tesis Oleh Ade Oktarizal Putra Pembimbing 1 : Prof. Dr. Ratni Prima Lita, SE., MM Pembimbing 2 :Dr. Eri Besra, SE, MM ABSTRAK Penelitian ini menganalisis faktor-faktor yang memengaruhi Continuous Intention dan Use Behavior pada pengguna aplikasi PLN Mobile di Sumatera Barat. Latar belakangnya adalah rendahnya pengguna aktif aplikasi dibandingkan jumlah pengguna terdaftar, mengindikasikan tantangan dalam mendorong penggunaan berkelanjutan. Mengadopsi model Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) yang diperluas dengan variabel Trust, penelitian ini bertujuan mengidentifikasi pendorong utama keberlanjutan penggunaan.Metode penelitian yang digunakan adalah kuantitatif dengan desain eksplanatori. Sampel terdiri dari 370 pengguna PLN Mobile di Sumatera Barat yang telah menggunakan aplikasi dalam 3 bulan terakhir, dipilih melalui purposive sampling. Data dianalisis menggunakan Structural Equation Modelling Partial Least Square (SEM-PLS).Hasil penelitian menunjukkan bahwa Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, Hedonic Motivation, Price Value, Habit, dan Trust berpengaruh positif dan signifikan terhadap Continuous Intention . Facilitating Conditions dan Habit juga berpengaruh positif signifikan langsung terhadap Use Behavior. Continuous Intention terbukti berpengaruh positif signifikan terhadap Use Behavior dan memediasi secara signifikan pengaruh Trust terhadap Use Behavior. Kesimpulannya, model UTAUT2 yang diperluas dengan Trust secara komprehensif menjelaskan Continuous Intention dan Use Behavior aplikasi PLN Mobile. Temuan ini memberikan implikasi penting bagi PT PLN untuk meningkatkan keterlibatan pengguna. Kata kunci : Continuous Intention , Use Behavior, PLN Mobile, UTAUT2, Trust, SEM-PLS ANALYSIS OF FACTORS THAT INFLUENCE CONTINUOUS INTENTION IN USERSPLN MOBILE USING UTAUT 2 MODEL Thesis by Ade Oktarizal Putra Advisor 1: Prof. Dr. Ratni Prima Lita, SE, MM Advisor 2: Dr. Eri Besra, SE, MM ABSTRAK This study analyzes the factors that influence Continuous Intention and Use Behavior in users of the PLN Mobile application in West Sumatra. The background is the low number of active users of the application compared to the number of registered users, indicating challenges in encouraging sustainable use. Adopting the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model extended with the Trust variable, this study aims to identify the main drivers of continued use. The research method used is quantitative with an explanatory design. The sample consisted of 370 PLN Mobile users in West Sumatra who had used the application in the last 3 months, selected through purposive sampling. Data were analyzed using Structural Equation Modeling Partial Least Square (SEM-PLS). The results showed that Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Conditions, Hedonic Motivation, Price Value, Habit, and Trust have a positive and significant effect on Continuous Intention . Facilitating Conditions and Habit also have a significant positive effect directly on Use Behavior. Continuous Intention is proven to have a significant positive effect on Use Behavior and significantly mediates the effect of Trust on Use Behavior. In conclusion, the UTAUT2 model extended with Trust comprehensively explains Continuous Intention and Use Behavior of the PLN Mobile application. These findings provide important implications for PT PLN to improve user engagement. Keywods : Continuous Intention , Use Behavior, PLN Mobile, UTAUT2, Trust, SEM-PLS

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