Continuance Usage Intention of Gojek Application in Surabaya

Abstract

This study aims to examine the variables influence on continuance usage intention. GOJEK application as an object to be observed. A quantitative and causal research with purposive sampling method was used in this study and the research approach is personal survey in Surabaya. Total respondents were 306 who have used GOJEK Application for at least three times for the past three months. We used structural equation modeling (SEM) analysis within IBM SPSS 21.0 and IBM SPSS AMOS 21 for Windows. This research results showed that users' perceived usefulness is the key determinant of GOJEK Application continuance usage intention. The results contribute to more understanding the drivers of GOJEK apps that enhance the continuance intention of GOJEK apps usage in Indonesia.

Quality and Use of Mobile Applications for Transportation Service: Influence on Satisfaction

“…Research on technology adoption provides evidence that an individual's perception of risk is important when considering the acquisition of a new technology or service (Laforet & Li 2005;Yang, 2005;Im et al, 2007;Sohail & Al-Jabri, 2014;Kanti et al, 2018).…”

“…Therefore, the perception of risk affects both satisfaction and the intention to continue using an app (Wang et al, 2018, Lim et al, 2018Kanti et al, 2018;Razi et al, 2019).…”

“…The more satisfied the users are, then the higher the probability that the users will continue to use the current application (Wang, 2008;Oghuma et al, 2016;Kanti et al, 2018). At the same time, the results of several studies on satisfaction and intention to continue are positively accepted (Lai & Chen, 2011;Lee & Kwon, 2011;Kanti et al, 2018) including public transport services (Joewono & Kubota, 2007;Nathanail, 2008;Lai & Chen, 2011;Wang & Liao, 2007;Li & Liu, 2014;Weng et al, 2017;Kanti et al 2018).…”

“…Emerging mobile transport based on complementary or independent technological platforms that act as intermediaries between passengers and drivers, using applications appearing in countries around the world (Agyeman, Kwarteng & Zurkalnaine, 2019). This new taxi ordering service is called Mobile Booking Taxi Application (MBTA) (Kanti, Anandya & Rahardja, 2018), where the user makes the point-to-point service request from a mobile device at any time and from anywhere (Harding, Kandlikar & Gulati, 2016;Kanti et al, 2018;Mohamed, Rye & Fonzone, 2020).…”

“…Users can fix the departure and destination location by GPS or by typing the location that drivers can easily reach (Chan et al, 2016). This type of application motivates the user to change their habit of using private transport to public transport (Kanti et al, 2018). In the literature, some research can be found on the factors that influence the intention to use, consumer satisfaction, quality of service, loyalty, among other aspects regarding public or private transport in different countries of the world, such as in Indonesia (Sumaedi, Bakti & Yarmen, 2012); South Africa (Govender, 2014); United States (Rayle, 2014;Hong & Zhang, 2017); Vietnam (Khuong & Dai, 2016); and Malaysia (Balachandran & Bin, 2017), however, it can be identified by the recentness of the subject, that there is still a significant gap in the literature regarding the taxi industry, the use of apps in this sector and the consumer.…”