Acceptance of the UTAUT Model on Customer Behavioral Intentions Using Mobile Digital Application Teuku Dhani Al Ramdhani (a*), Ratih Hurriyati (b), Heny Hendrayati (b)
a) Universitas Pendidikan Indonesia, Bandung, Indonesia
b) teuku.al[at]gmail.com
Abstract
The development of information technology that drives the cellular telecommunications industry is faced with the condition that it must continue to strive to provide the best service for its customers. The Covid-19 condition also contributed greatly to the acceleration of the shift in technology needs towards digital technology. With these facts, this study aims to examine the public^s acceptance of effort expectations, performance expectations, social influences, facilitating conditions and behavioral intentions of customers to use digital mobile applications which in this case is the MyTelkomsel application. This study uses the UTAUT (The unified theory of acceptance and usage technology) technology acceptance model with data collection techniques through a survey-based empirical study of 210 respondents who use the MyTelkomsel application in Kalimantan, using the purposive sampling method. The results showed that the facilitation condition had a positive and significant effect on intentional behavior, while the variables of performance expectation, effort expectation and social influence had no significant effect on intentional behavior.
Keywords: Effort Expectations, Performance Expectations, Social Influence, Facilitating Conditions, Customer Behavioral Intentions, UTAUT (The Unified Theory of Acceptance and Usage Technology)
