Hamidjaya, Edrian (2019) Analisis Variabel Trust dann Risk dalam Mempengaruhi User Acceptance Menggunakan Pendekatan Technology Acceptance Model pada Penggunaan Aplikasi Jasa Telekomunikasi Mobile (Studi Kasus: MyTelkomsel). Diploma thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Perkembangan teknologi yang terjadi di Indonesia mendorong perusahaan-perusahaan telekomunikasi untuk memperbaiki jasa yang diberikan secara kontinyu. Sebagai salah satu perusahaan telekomunikasi di Indonesia, Telkomsel ingin meningkatkan tingkat user acceptance terhadap aplikasi MyTelkomsel. Aplikasi tersebut merupakan sebuah aplikasi self-service yang menyediakan layanan jasa untuk kebutuhan telekomunikasi. Namun, channel dengan aplikasi ini masih hanya mencapai tingkat pencapaian 50% pada Februari 2019. Hal ini menjadi perhatian terkait pertumbuhan user MyTelkomsel. Maka, dibutuhkan sebuah analisis dari segi pelanggan melalui pendekatan Technology Acceptance Model (TAM). Structural Equation Modelling (SEM) akan digunakan untuk mengetahui variabel mana yang paling berpengaruh. Maka, dibuatlah survei kuesioner sebagai media pengambilan data yang berhasil mengumpulkan 169 responden. Variabel yang akan digunakan ialah perceived usefulness (PU), perceived ease of use (PEU), attitude toward using (ATU), behavioral intention to use (BI), actual usage (AU) dengan penambahan variabel trust (TR) dan risk (RS). Variabel TR dan RS dimasukkan ke dalam model karena sangat sering ditemui dalam sistem transaksi berbasis online. Berdasarkan total 8 hipotesis, hanya 2 yang ditolak yakni hubungan RS terhadap PU dan ATU terhadap BI. Hipotesis lainnya yaitu hubungan antara PEU terhadap PU dan ATU, PU terhadap ATU dan BI, BI terhadap AU, dan TR terhadap PU diterima. Path anaysis menunjukkan bahwa perusahaan harus memerhatikan elemen PEU dan PU untuk mencapai tingkat AU yang lebih tinggi.
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The technology development in Indonesia has driven the telecommunication company to improve its service continuously. As one of the main telecommunication provider in Indonesia, Telkomsel would like to improve
the level of user acceptance for MyTelkomsel application. MyTelkomsel is used as a self-service application which provides the needs for telecommunication. Nevertheless, this particular channel only achieved about 50% of total Telkomsel users in February 2019. This becomes quite attention to the user growth of MyTelkomsel. Hence, an external analysis from the customer perspective is suggested to be conducted through Technology Acceptance Model (TAM) approach. Structural Equation Modeling (SEM) will be used to analyze which variables affecting the most towards MyTelkomsel usage. Hence, a questionnaire is made to obtain the data collected as many as 169 respondents data which will be analyzed in SEM. The variables used in this research are perceived usefulness (PU), perceived ease of use (PEU), attitude toward using (ATU), behavioral intention to use (BI), actual usage (AU) with the additional variables of trust (TR) and risk (RS). These two variables are added due to its commonly related with online transaction system. From total of 8 hypothesis, only 2 of them is rejected which are RS towards PU and ATU towards BI. As for the other such as PEU towards PU and ATU, PU towards ATU and BI, BI towards AU, and TR towards PU. Path analysis also infer that the company should concerned about how to improve the elements of PEU and PU to achieve higher AU.
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Aplikasi, Jasa, Structural Equation Modelling, Technology Acceptance Model, Telekomunikasi |
| Subjects: | H Social Sciences > HA Statistics H Social Sciences > HA Statistics > HA31.3 Regression. Correlation. Logistic regression analysis. T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5101 Telecommunication |
| Divisions: | Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis |
| Depositing User: | Edrian Hamidjaya |
| Date Deposited: | 22 Jul 2026 03:56 |
| Last Modified: | 22 Jul 2026 03:56 |
| URI: | http://repository.its.ac.id/id/eprint/65484 |
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