Pengaruh Perceived Ease of Use, Perceived Usefulness, Perceived Risk, Subjective Norm Melalui Attitude Toward Using Dan Behavioral Intention Terhadap Actual System Use Aplikasi New PLN Mobile Studi Kasus Di PT PLN (Persero)

Puspita, Diah (2025) Pengaruh Perceived Ease of Use, Perceived Usefulness, Perceived Risk, Subjective Norm Melalui Attitude Toward Using Dan Behavioral Intention Terhadap Actual System Use Aplikasi New PLN Mobile Studi Kasus Di PT PLN (Persero). Masters thesis, Institut Teknologi Sepuluh November.

Text 6032231065-Master_Thesis.pdf Restricted to Repository staff only Download (4MB) | Request a copy

Abstract

Aplikasi New PLN Mobile yang dikembangkan oleh PT PLN (Persero) bertujuan untuk mempermudah pelanggan dalam mengakses berbagai layanan kelistrikan, seperti pembayaran tagihan, pembelian token listrik, dan pengajuan permohonan kelistrikan. Meskipun aplikasi ini telah diunduh oleh banyak pengguna, tingkat adopsi dan penggunaan fitur aplikasi ini masih belum mencapai potensi maksimal, terutama di kalangan Generasi Y. Penelitian ini bertujuan untuk menganalisis faktor-faktor yang mempengaruhi penerimaan aplikasi, seperti perceived ease of use, perceived usefulness, perceived risk, dan subjective norm, dengan menggunakan kerangka Technology Acceptance Model (TAM) dan Theory of Planned Behavior (TPB). Penelitian ini juga menyelidiki bagaimana faktor-faktor tersebut mempengaruhi sikap pengguna (attitude toward using), niat perilaku (behavioral intention), serta penggunaan aktual (actual system use) dari Aplikasi New PLN Mobile di kalangan Generasi Y. Survei dilakukan terhadap 150 responden dari Generasi Y di Jakarta. Pendekatan penelitian ini menggunakan metode kuantitatif dengan analisis data menggunakan Structural Equation Modeling (SEM-PLS). Hasil penelitian menunjukkan bahwa semua faktor yang diuji—perceived ease of use, perceived usefulness, perceived risk, dan subjective norm—berpengaruh signifikan terhadap sikap pengguna serta niat untuk menggunakan aplikasi, yang pada akhirnya juga memengaruhi penggunaan aktual aplikasi tersebut. Temuan ini diharapkan dapat memberikan wawasan yang lebih dalam mengenai faktor-faktor yang mendorong adopsi aplikasi teknologi, khususnya di kalangan Generasi Y, dan memberikan saran praktis untuk pengelola aplikasi dalam meningkatkan keterlibatan pengguna. Implikasi manajerial dari temuan ini adalah pentingnya pengembangan aplikasi dengan fokus pada kemudahan penggunaan, manfaat nyata, pengurangan persepsi risiko, serta penguatan norma subjektif melalui dukungan sosial untuk meningkatkan keterlibatan dan kepuasan pengguna. Selain itu, strategi yang menargetkan Generasi Y melalui fitur-fitur yang menarik dan relevan seperti gamifikasi dan integrasi media sosial dapat membantu meningkatkan penggunaan aplikasi secara berkelanjutan.
=================================================================================================================================
The New PLN Mobile application developed by PT PLN (Persero) aims to facilitate customers in accessing various electricity services, such as bill payments, purchasing electricity tokens, and submitting electricity service requests. Although this application has been downloaded by many users, the adoption and utilization rates of its features have not yet reached their full potential, especially among Generation Y. This study aims to analyze the factors influencing the acceptance of the application, such as perceived ease of use, perceived usefulness, perceived risk, and subjective norm, using the Technology Acceptance Model (TAM) and Theory of Planned Behavior (TPB) framework. The study also investigates how these factors influence users' attitudes (attitude toward using), behavioral intentions, and actual system use of the New PLN Mobile application among Generation Y. A survey was conducted with 150 respondents from Generation Y in Jakarta. The research approach used a quantitative method with data analysis using Structural Equation Modeling (SEM-PLS). The results of the study indicate that all the factors tested—perceived ease of use, perceived usefulness, perceived risk, and subjective norm—have a significant effect on users' attitudes and their intention to use the application, which ultimately influences the actual use of the application. These findings are expected to provide deeper insights into the factors that drive technology adoption, especially among Generation Y, and offer practical recommendations for application developers to enhance user engagement. The managerial implications of these findings highlight the importance of developing applications focused on ease of use, real benefits, reducing perceived risks, and strengthening subjective norms through social support to improve user engagement and satisfaction. Additionally, strategies targeting Generation Y with engaging and relevant features, such as gamification and social media integration, can help increase sustainable application use.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	attitude toward using, generasi Y, niat perilaku, penggunaan aktual, perceived ease of use, perceived risk, perceived usefulness, subjective norm actual use, attitude toward using, behavioral intention, generation Y, perceived ease of use, perceived risk, perceived usefulness, subjective norm
Subjects:	T Technology > T Technology (General) T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Diah Puspita
Date Deposited:	21 Jul 2025 03:55
Last Modified:	21 Jul 2025 03:55
URI:	http://repository.its.ac.id/id/eprint/120214

Actions (login required)

View Item