ANALISIS PENERIMAAN PENGGUNA APLIKASI PEMBELIAN TIKET BUS MENGGUNAKAN MODEL UTAUT MODIFIKASI (STUDI KASUS: APLIKASI REDBUS)

Sanni, Bella Trinanda (2025) ANALISIS PENERIMAAN PENGGUNA APLIKASI PEMBELIAN TIKET BUS MENGGUNAKAN MODEL UTAUT MODIFIKASI (STUDI KASUS: APLIKASI REDBUS). Undergraduate thesis, UPN Veteran Jawa Timur.

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Abstract

The development of digital technology has driven the adoption of mobile-based transportation applications, such as RedBus, an online bus ticket booking app. Despite experiencing significant growth, RedBus faces challenges in user acceptance, evidenced by a decline in positive reviews and an increase in complaints in 2023-2024. Therefore, it is essential to understand the factors influencing user acceptance experiences and their decisions to continue using the application. This study analyzes these factors using a modified UTAUT model, incorporating external variables such as Habit, Perceived Cost, Customer Satisfaction, and Repurchase Intention. The analysis is conducted quantitatively using the PLS-SEM method with the aid of SmartPLS 3.0 software, involving 413 respondents selected through purposive sampling. The results indicate that nine hypotheses are accepted and four are rejected. The variables Performance Expectancy and Facilitating Condition significantly influence Trust, while Effort Expectancy and Social Influence do not. Performance Expectancy, Effort Expectancy, and Facilitating Condition affect Purchase Decision, whereas Social Influence does not. Trust mediates the relationship between several variables and Purchase Decision, which in turn influences Customer Satisfaction. Perceived Cost and Customer Satisfaction affect Repurchase Intention, while Habit does not have a significant impact. These findings emphasize the importance of improving service quality, ease of access, and user trust to maintain customer loyalty towards the RedBus application.

Item Type:

Thesis (Undergraduate)

Contributors:

Contribution	Contributors	NIDN/NIDK	Email
Thesis advisor	Wulansari, Anita	NIDN0715108705	anita.wulansari.sisfo@upnjatim.ac.id
Thesis advisor	Rahmawati, Rafika	NIP199710122024062001	rafika.rahmawati.fasilkom@upnjatim.ac.id

Subjects:

T Technology > T Technology (General)
T Technology > T Technology (General) > T58.6-58.62 Management Information Systems

Divisions:

Faculty of Computer Science > Departemen of Information Systems

Depositing User:

Bella Trinanda Sanni

Date Deposited:

14 Oct 2025 07:15

Last Modified:

14 Oct 2025 07:15

URI:

https://repository.upnjatim.ac.id/id/eprint/40790