Integration of Technology Acceptance Model and Information System Success Model to Analyze User Satisfaction and Continuity of Use in Ticket Booking on the "Access By KAI"Application

Abstract

Access by KAI is an application that focuses on ordering train tickets
which was developed and published by PT Kereta Api Indonesia as KAI
Access since 2014. As a train ticket ordering application, the Access by
KAI application has around 12,419,711 registered users with a total
number of users. There are 6,101,343 active ones. With that many users,
the Access by KAI application currently has a rating of 1.6/5 on the
Appstore and 2.2/5 on the Playstore (as of December 1, 2023). Based on
the explanatory description, this research aims to find out what variables
support or influence user satisfaction and intentions to continue using the
Access by KAI application as a train ticket booking application. This
research applies quantitative methods using an integrated information
system success model (ISSM) and technology acceptance model (TAM).
Data collection in this research was carried out through distributing
questionnaires using Google Form by applying purposive sampling
techniques. The target respondents are Access by KAI application users
aged 17 to 65 years who have experience ordering train tickets on the
Access by KAI application. From the results of distributing the
questionnaire, 234 respondents were obtained, which was then analyzed
using partial least squares - structural equation modeling (PLS-SEM)
using SmartPLS 4 software. From the research analysis carried out, the
results were that ten hypotheses were accepted and five hypotheses were
rejected.