Analisis Continuance Use IntentionAplikasi Access by KAI Menggunakan Expectation Confirmation Model

Abstrak

Continuance Use Intention refers to a condition in which users are satisfied with their experience
of using an information system, thereby encouraging them to continue using the system consistently
in the future. Access by KAI is the official mobile application developed by PT Kereta Api
Indonesia (PT KAI) that provides online railway ticket booking services. However, the application
has experienced several challenges, including a decline in its user rating since its launch in 2023, a
relatively low number of active users, and unresponsive customer support services. This study aims
to provide practical recommendations for improving the application based on an analysis using the
Expectation Confirmation Model (ECM), particularly through enhancements to the application's
user interface (UI) and user experience (UX) design. The study adopts a modified ECM by
incorporating four additional constructs: system quality, service quality, information quality, and habit. The research population consists of Access by KAI users residing in the Greater Jakarta
metropolitan area (Jabodetabek), with a sample of 400 respondents selected using purposive
sampling. Data were analyzed using the Partial Least Squares–Structural Equation Modeling
(PLS-SEM) approach implemented in SmartPLS 4. The findings indicate that continuance use
intention is at a strong level, with an explanatory value of 0.733 (73%). Furthermore, perceived
usefulness, habit, and satisfaction were identified as significant determinants of continuance use
intention. The proposed interface redesign is expected to serve as a practical implementation of the
study's recommendations and assist PT KAI in prioritizing the development of application features
that better address users' needs and expectations