ANALYSIS OF CONTINUOUS USE OF PASSENGERS SHIP MOBILE TICKETING APPLICATION (CASE STUDY: PT PELNI (PERSERO))

• Main Author: Rahmi Anggraini, Adeilla
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/83974
• Institution: Institut Teknologi Bandung

The rapid technology development in recent years has affected the transportation industry with digital transformation. The widespread smartphone adoption and internet connectivity have fostered a growing preference for travellers with a quicker and smoother purchasing process. The maritime transportation sector is no exception. PELNI (Pelayaran Nasional Indonesia), a state-owned shipping company in Indonesia, launched their mobile ticketing app in 2018, named PELNI Mobile App. In November 2023, the company decided to close their offline ticketing booth in their three main ports (Jakarta, Surabaya, Makassar), to encourage customers to buy tickets online. However, the mobile app use remains lower than anticipated. This research aims to investigate the factors influencing user continuous usage of the app, while also providing several strategies for the app. In investigating the factors influencing the user behaviour towards the app, a modified Unified Theory of Acceptance and Use of Technology (UTAUT) model was constructed. The framework is used to examine the relationships between the key constructs, such as performance expectancy, effort expectancy, social influence, facilitating conditions, voluntariness of use, system quality, and behavioural intention to continue using. Additionally, the impact of facilitating conditions on actual usage behaviour. Several hypotheses are then formulated to test these relationships. A mixed method approach for data collection. A questionnaire was used to collect data from a sample of the app users in PELNI’s major ports. Several software were utilized to analyze the sample data, test the hypotheses, and identify the significant factors. Using PLS-SEM from the SmartPLS 4.0 software, the researcher found that only five out of thirteen hypotheses were accepted, and the strongest one was performance expectancy, highlighting the need to improve the app for user’s efficiency in continuous use of the ticketing application. Respondent feedback, ii user reviews, and in-person interviews were also analyzed to gain better understanding of user experiences and pain points. This research is expected to provide insights into the user adoption of the app. By identifying the key determinants influencing user behaviour, the study aims to provide recommendations for the company to enhance the app’s usability, functionality, and overall user experience. The researcher proposed five strategies that hopefully can serve as a valuable resource for PELNI and other maritime transportation companies seeking to leverage mobile technology to enhance customer experience and ticketing efficiency.