Analysis of User Satisfaction and Continuance Use Intention on the Access by KAI Application Using the Extended Expectation Confirmation Model (ECM)

Abstract

Access by KAI is a mobile application developed by PT Kereta Api Indonesia designed to make train ticket purchases more convenient for users. The app also offers a range of additional services to enhance the user experience. However, several issues have been identified, including slow loading times, a very short booking (payment) period, a confusing user interface that diminishes user comfort, and frequent errors. Consequently, this study aims to explore the relationship between variables such as content, accuracy, format, ease of use, timeliness, perceived usefulness, and confirmation, and how they influence user satisfaction. Additionally, it examines how user satisfaction impacts the intention to continue using the app. The research employs a quantitative approach, utilizing the expectation confirmation model and incorporating the end-user computing satisfaction variable. Data was collected through Google Forms using purposive sampling, focusing on users of Access by KAI who have booked train tickets and are between the ages of 18 and 55. A total of 297 responses were analyzed using partial least squares structural equation modeling (PLS-SEM) with SmartPLS 4 software. The findings indicated that out of 10 proposed hypotheses, 4 were not significant (rejected). Significant variables included content, confirmation, and perceived usefulness. The impact of satisfaction on the intention to continue using the app was significant, with a path coefficient of 0.513.