The effect of perceived ease of use on continuance intention through perceived usefulness and trust

A study on Klikindomaret service users in Malang City

Authors

  • Dading Jatimoyo University of Brawijaya
  • Fatchur Rohman
  • Atim Djazuli

DOI:

https://doi.org/10.20525/ijrbs.v10i4.1223

Keywords:

E-commerce, perceived ease of use, perceived usefulness, trust, continuance intention

Abstract

E-commerce is one of the industries that are able to grow in the middle of the crisis because of the COVID-19 pandemic. This research aims to investigate the factors that influence the continuance intention of online shopping services in the scope of e-commerce. This research uses perceived ease of use as an independent variable that affects the intention with perceived usefulness and trust as mediating variables. This research is categorized as explanatory research. Respondents in this study are Klikindomaret users and the determination of the number of samples in this study using purposive sampling technique with a total sample of 170 respondents. The data collection method used a questionnaire and the data was analyzed using PLS-SEM. The findings of this study indicate that perceived ease of use, perceived usefulness, and trust have a significant effect on continuance intention. Perceived usefulness and trust also play a role in mediating the relationship between perceived ease of use and continuance intention.

References

Alain Yee-, L. C. (2001). Understanding mobile commerce continuance intentions: An empirical analysis of chinese consumers. Journal of Computer Information Systems, 53(4), 22–30. https://doi.org/10.1080/08874417.2013.11645647

Alalwan, A. A., Baabdullah, A. M., Rana, N. P., Tamilmani, K., and Dwivedi, Y. K. (2018). Examining adoption of mobile internet in Saudi Arabia: Extending TAM with perceived enjoyment, innovativeness and trust. Technology in Society, 55, 100–110. https://doi.org/10.1016/j.techsoc.2018.06.007

Al-Maghrabi, T., Dennis, C., and Halliday, S. V. (2011). Antecedents of continuance intentions towards e-shopping: The case of Saudi Arabia. Journal of Enterprise Information Management, 24(1), 85–111. https://doi.org/10.1108/17410391111097447

Bhattacherjee, A., and Lin, C. P. (2015). A unified model of IT continuance: Three complementary perspectives and crossover effects. European Journal of Information Systems, 24(4), 364–373. https://doi.org/10.1057/ejis.2013.36

Bonsón Ponte, E., Carvajal-Trujillo, E., and Escobar-Rodríguez, T. (2015). Influence of trust and perceived value on the intention to purchase travel online: Integrating the effects of assurance on trust antecedents. Tourism Management, 47, 286–302. https://doi.org/10.1016/j.tourman.2014.10.009

Chairunnisa, Qonita. (2020). 9 Online Groceries Application for Monthly Shopping While Lying down. https://www.rukita.co/stories/application-groceries-online/. Access on March 18 2021

Chaudhary, H. (2020). Analyzing the Paradigm Shift of Consumer Behavior Towards E-Commerce During Pandemic Lockdown. SSRN Electronic Journal, 1–30. https://doi.org/10.2139/ssrn.3664668

Chin, W. W., and Todd, P. A. (1995). On the use, usefulness, and ease of use of structural equation modeling in mis research: A note of caution. MIS Quarterly: Management Information Systems, 19(2), 237–246. https://doi.org/10.2307/249690

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly: Management Information Systems, 13(3), 319–339. https://doi.org/10.2307/249008

Davis, F. D., Bagozzi, R. P., and Warshaw, P. R. (1989). User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, 35(8), 982–1003. https://doi.org/10.1287/mnsc.35.8.982

Deb, M., and Lomo-David, E. (2014). An empirical examination of customers’ adoption of m-banking in India. Marketing Intelligence and Planning, 32(4), 475–494. https://doi.org/10.1108/MIP-07-2013-0119

Eka, Randi. (2020). Measuring the Future of “Online Grocery” Startups in Indonesia. https://dailysocial.id/post/online-grocery-startup-indonesia. Accessed March 18, 2021.

Everard, A., and Galletta, D. F. (2005). How Presentation Flaws Affect Perceived Site Quality, Trust, and Intention to Purchase from an Online Store. Journal of Management Information Systems, 22(3), 56–95. doi:10.2753/mis0742-1222220303

Foroughi, B., Iranmanesh, M., and Hyun, S. S. (2019). Understanding the determinants of mobile banking continuance usage intention. Journal of Enterprise Information Management, 32(6), 1015–1033. https://doi.org/10.1108/JEIM-10-2018-0237

Ibzan, E., Balarabe, F. and Jakada, B. (2016). Consumer satisfaction and repurchase intentions, Developing Country Studies, Vol. 6 No. 2, pp. 96-100.

Jatim.bps.go.id. (2019). Population, Population Growth Rate, Distribution of Population Percentage, Population Density, Population Gender Ratio by Regency/City in East Java Province, 2000. 2010 and 2018. https://jatim.bps.go.id/statictable/2019/10/ 09/1614/population-rate-growth-population-distribution-percentage-population-density-population-ratio-gender-population-by-district-city-in-province-East Java-2000-2010-and- 2018.html. Accessed November 15, 2020.

Kalakota, R. and Whinston, A. B. (1997). Electronic commerce: a manager’s guide, Addison-Wesley: Reading, Mass; Harlow, England.

Kalinic, Z., and Marinkovic, V. (2015). Determinants of users’ intention to adopt m-commerce: an empirical analysis. Information Systems and E-Business Management, 14(2), 367–387. https://doi.org/10.1007/s10257-015-0287-2

Kang, J. W., and Namkung, Y. (2019). The role of personalization on continuance intention in food service mobile apps: A privacy calculus perspective. International Journal of Contemporary Hospitality Management, 31(2), 734–752. https://doi.org/10.1108/IJCHM-12-2017-0783

Khayer, A., and Bao, Y. (2019). The continuance usage intention of Alipay: Integrating context-awareness and technology continuance theory (TCT). Bottom Line, 32(3), 211–229. https://doi.org/10.1108/BL-07-2019-0097

Klikindomaret. (2020). Tentang Klik Indomaret. https://www.klikindomaret.com/content/index/about-klikindomaret. Diakses pada 11 Oktober 2020

Li, Y. M., and Yeh, Y. S. (2010). Increasing trust in mobile commerce through design aesthetics. Computers in Human Behavior, 26(4), 673–684. https://doi.org/10.1016/j.chb.2010.01.004

Microsoft Indonesia. (2019). Microsoft – IDC Study: The Level of Consumer Confidence in Indonesia in Digital Services Only Reached 44%. https://news.microsoft.com/id-id/2019/06/26/ microsoft-study-idc-level-of-consumer-trust-in-indonesia-to-digital-services-only-reaching-44/. Accessed on March 21, 2021

Mohamed, N., Hussein, R., Zamzuri, N, H, A., and Haghshenas, H. (2014). Insights into individual’s online shopping continuance intention. Industrial Management and Data Systems, Vol. 114 No. 9, 2014, pp. 1453-1476. https://doi.org/10.1108/IMDS-07-2014-0201

Praveena, K., and Thomas, S. (2014). Continuance Intention to Use Facebook: A Study of Perceived Enjoyment and TAM. Bonfring International Journal of Industrial Engineering and Management Science, 4(1), 24–29. https://doi.org/10.9756/bijiems.4794

Raza, S. A., Umer, A., and Shah, N. (2017). New determinants of ease of use and perceived usefulness for mobile banking adoption. International Journal of Electronic Customer Relationship Management, 11(1), 44–65. https://doi.org/10.1504/IJECRM.2017.086751

Roca, J. C., Garcia, J. J., and Jose de la Vega, J. (2009). The Importance of Perceived Trust, Security, and Privacy in Online Trading Systems. Information Management and Computer Security Vol. 17 No. 2, pp. 96 – 113.

Sullivan, Y. W., and Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 39(December 2017), 199–219. https://doi.org/10.1016/j.ijinfomgt.2017.12.008

Wang, L. Y. K., Lew, S. L., Lau, S. H., and Leow, M. C. (2019). Usability factors predicting continuance of intention to use cloud e-learning application. Heliyon, 5(6), e01788. https://doi.org/10.1016/j.heliyon.2019.e01788

Wang, Z., GUAN, Z., Hou, F., Li, B., and Zhou, W. (2019). What determines customers’ continuance intention of FinTech? Evidence from YuEbao. Industrial Management and Data Systems, 119(8), 1625–1637. https://doi.org/10.1108/IMDS-01-2019-0011

Yudiarti, E., and Puspaningrum, A. (2018). the Effect of Perceived Usefulness and Perceived Ease of Use To Interest To Buy E-Book. 16(3). Journal of Applied Management (JAM) Volume 16 Number 3. http://dx.doi.org/ 10.21776/ub.jam.2018. 016.03.14

Yunianto, T. K. (2020). Social Distancing, Alfamart and Indomaret Intensify Delivery Service. https://katadata.co.id/ekarina/berita/5e9a41f6af2e8/social-distancing-alfamart-indomaret-intensify-delivery-service. Accessed October 11, 2020

Downloads

Published

2021-06-15

How to Cite

Jatimoyo, D., Rohman, F., & Djazuli, A. (2021). The effect of perceived ease of use on continuance intention through perceived usefulness and trust: A study on Klikindomaret service users in Malang City . International Journal of Research in Business and Social Science (2147- 4478), 10(4), 430–437. https://doi.org/10.20525/ijrbs.v10i4.1223

Issue

Section

Related Topics in Social Science