AN EMPIRICAL INVESTIGATION OF USER CONTINUANCE INTENTION AND BEHAVIOUR ON MOBILE TICKETING SERVICE

• Main Author: Kamal Ashefi, Syahrul
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/69815
• Institution: Institut Teknologi Bandung

The rising use of mobile devices, such as smartphones, leads to more advanced development in the information technology system. One example of an information technology system is a mobile ticketing service (MTS) application. MTS allows users to place an order, pay for, obtain and validate tickets anywhere–anytime from the comfort of his/her mobile device. In recent times, there was an unfortunate occurrence in the MTS industry leading to a horrifying response from users that express their disappointment towards the platform, resulting in the removal installment of the platform. There is still lack of studies that focus on the continuance use of MTS, many studies solely focus on its acceptance. Derived from the ITC theory with an additional dimension of service quality, this study aims to discover the determinant that impacts user continuance intention on mobile ticketing service and to confirm its relation towards the continuance behaviour while also indicating which factors that need a more managerial supervisor. This research uses a qualitative approach. The data have been collected from 339 Indonesian MTS users and proceeded using PLS-SEM and IPMA analysis. The result shows that postadoption perceived usefulness, postadoption perceived service quality, and satisfaction are the key factors on user continuance intention in using MTS. Disconfirmation of preadoption perceived usefulness influences both postadoption perceived usefulness and satisfaction. Disconfirmation of preadoption perceived service quality influences both preadoption perceived service quality and satisfaction. This study confirmed that user continuance behaviour on MTS is impacted by their continuance intention, and disconfirmation of preadoption perceived service quality, postadoption perceived service quality, and satisfaction are the factors that need more managerial attention.