Abstract:
MyIndiHome is a mobile apps developed by Telkom with the hope that it will further improve the quality of service to IndiHome customers. This application can be used by customers for requests for new installations, complaints of service interruptions, requests for additional services, service checks, and others where previously this could be done by customers by calling 147 or coming physically to Plasa Telkom which certainly makes customers hassle and not simple. The purpose of this study is to evolve a research model based on the UTAUT2 and then to test it empirically to determine factors that influence customer' intention to use MyIndiHome apps. This study used an online questionnaire survey namely Google form to collect data from IndiHome customers who have installed MyIndiHome in Medan city and obtained 400 respondents who filled out the survey and were declared valid. The data were analyzed utilizing the PLS method with SmartPLS software. This study prescribed that habit, performance expectancy, customer mobility, and hedonic motivation were factors that determine on the behavioral intention of customers to use MyIndiHome and confirmed the relationship between behavior intention to use and use behavior was significant (p<0.05). However, customer's behavioral intention to use MyIndiHome was not determined by social influence, effort expectancy, and facilitating condition. Additionally, this study revealed that facilitating condition did not determine the use of MyIndiHome (p>0.05).
Page(s):
958-970
DOI:
DOI not available
Published:
Journal: Journal of Theoretical and Applied Information Technology, Volume: 100, Issue: 4, Year: 2022
Keywords:
Use behavior
,
Intention to Use
,
Customer Mobility
,
UTAUT2
,
MyIndiHome