Pengaruh Prinsip Technology Acceptance Model (TAM) Terhadap Kepuasan Pelanggan Aplikasi Ojek Online Xyz

Moh Hadi Subowo, S.Kom., M.T.I.*  -  Fakultas Ushuluddin dan Humaniora Universitas Islam Negeri Walisongo Semarang, Indonesia, Indonesia

(*) Corresponding Author
DOI: 10.21580/wjit.2020.2.2.6939
The use of the online taxibike XYZ application is based on the Technology Acceptance Model (TAM) theory. The online taxibike XYZ application can be good if it has a good assessment based on the TAM variable. The purpose of this study is to obtain empirical evidence regarding the effect of the TAM principle on customer satisfaction. This study uses a quantitative causal research method to analyze the application of the Technology Acceptance Model (TAM) principle to online taxibike XYZ application customer satisfaction. The instrument in this study used a questionnaire instrument with a closed questionnaire type. The data analysis technique used three tests: data quality test, hypothesis test, and classical assumption test. All variables x, both reliability, flexibility, privacy, accessibility, ease to use, all positively influence customer satisfaction

Keywords: Technology Acceptance Model (TAM); Customer Satisfication; online taxibike XYZ application

  1. Almilia, L. S., & Briliantien, I. (2007). Faktor-Faktor Yang Mempengaruhi Kinerja Sistem Informasi Akuntansi Pada Bank Umum Pemerintah Di Wilayah Surabaya Dan Sidoarjo. Jurnal STIE Perbanas Surabaya.
  2. Aryani, D., & Rosinta, F. (2010). Pengaruh kualitas layanan terhadap kepuasan pelanggan dalam membentuk loyalitas pelanggan. Jurnal Ilmu Administrasi Dan Organisasi.
  3. Behjati, Nahich, O. (2012). Interrelation between E-service Quality and Esatisfaction and Loyalty. Journal European Journal of Business and Management, 4(9).
  4. Behjati, S., Nahich, M., & Othaman, S. N. (2012). Interrelation between E-service Quality and E-satisfaction and Loyalty. European Journal of Business and Management.
  5. Bilal, & Sankar. (2011). Trust and Security Issue in Mobile Banking and its Effect on Customers. Blekinge Institute of Technology, Sweden.
  6. Chen, M. Y., Kiciman, E., Fratkin, E., Fox, A., & Brewer, E. (2002). Pinpoint: Problem determination in large, dynamic internet services. Proceedings of the 2002 International Conference on Dependable Systems and Networks. https://doi.org/10.1109/DSN.2002.1029005
  7. Davis, F. (2009). Perceived Usefulness Perceivc-Ease of Use, and User Acceptance of Information Technology. Management Information Systems Quarterly, 319-342.
  8. Davis, F. D. (1989). Davis 1989.pdf. MIS Quarterly.
  9. DeLone, W. H., & McLean, E. R. (2016). Information Systems Success Measurement. Foundations and Trends® in Information Systems. https://doi.org/10.1561/2900000005
  10. El-Kiki, T., & Lawrence, E. (2007). Emerging mobile government services: Strategies for success. 20th Bled EConference - EMergence: Merging and Emerging Technologies, Processes, and Institutions - Conference Proceedings.
  11. Febriyanto, E., Handayani, I., & Suprayogi, D. (2019). Aplikasi Sistem Penilaian Penguji Berbasis YII Framework Sebagai Media Input Nilai Mahasiswa Sidang Tugas Akhir Dan Skripsi Pada Perguruan Tinggi. CSRID (Computer Science Research and Its Development Journal).
  12. Fu, Z., Sun, X., Liu, Q., Zhou, L., & Shu, J. (2015). Achieving efficient cloud search services: Multi-keyword ranked search over encrypted cloud data supporting parallel computing. IEICE Transactions on Communications. https://doi.org/10.1587/transcom.E98.B.190
  13. Heilesen, S. B., & Jensen, S. S. (2007). Designing for networked communications: Strategies and development. In Designing for Networked Communications: Strategies and Development. https://doi.org/10.4018/978-1-59904-069-1
  14. Jeong, Y., & Lee, Y. (2010). A study on the customer satisfaction and customer loyalty of furniture purchaser in on‐line shop. Asian Journal on Quality. https://doi.org/10.1108/15982681011075952
  15. Khraim, H. S., Shoubaki, Y. E. a L., & Khraim, A. S. (2011). Factors Affecting Jordanian Consumers’ Adoption of Mobile Banking Services. International Journal of Business Social Science.
  16. Komara, A., & Ariningrum, H. (2013). Analisis Faktor-Faktor Yang Mempengaruhi Kinerja Sistem Informasi Akuntansi. Jurnal Riset Akuntansi Dan Manjemen.
  17. Kotler, P. & K. L. K. (2011). Manajemen pemasaran jilid 1, edisi Ketiga belas, Terjemahan Bob Sabran. Jakarta: Erlangga.
  18. Lai, P. (2017). THE LITERATURE REVIEW OF TECHNOLOGY ADOPTION MODELS AND THEORIES FOR THE NOVELTY TECHNOLOGY. Journal of Information Systems and Technology Management. https://doi.org/10.4301/s1807-17752017000100002
  19. Lin, J. C. C., & Lu, H. (2000). Towards an understanding of the behavioural intention to use a web site. International Journal of Information Management. https://doi.org/10.1016/S0268-4012(00)00005-0
  20. Liu, F., McShea, W. J., Garshelis, D. L., Zhu, X., Wang, D., & Shao, L. (2011). Human-wildlife conflicts influence attitudes but not necessarily behaviors: Factors driving the poaching of bears in China. Biological Conservation. https://doi.org/10.1016/j.biocon.2010.10.009
  21. Lupiyoadi. (2011). Manajemen Pemasaran Jasa Teori dan Praktik. In Salemba Empat.
  22. Lupiyoadi, R. (2013). Manajemen Pemasaran Jasa: Berbasis Kompetensi Edisi 3. Penerbit Salemba.
  23. Luqman, M., Septama, M., Clara, V., Wlw, T., & Hamidan, R. (2018). Analisis Perbandingan Mekanisme Enkripsi Data Pada Teknologi Low Power Wide Area (Lpwa) Network : Lora Dan Sigfox. Informatika Mulawarman : Jurnal Ilmiah Ilmu Komputer (JIM).
  24. Lutfi, H. (2020). GO-JEK: REGULATORY RESTRICTIONS AND LOCAL WISDOM’S CHALLENGERS FACED BY THE UNICORN. JWM (Jurnal Wawasan Manajemen).
  25. Noulas, A., Scellato, S., Mascolo, C., & Pontil, M. (2011). An Empirical Study of Geographic User Activity Patterns in Foursquare. Proceedings of the Fifth International AAAI Conference on Weblogs and Social Media. https://doi.org/papers3://publication/uuid/557455DB-AC4A-4C73-968A-31E7A663BC4E
  26. Pal, D., & Vanijja, V. (2020). Perceived usability evaluation of Microsoft Teams as an online learning platform during COVID-19 using system usability scale and technology acceptance model in India. Children and Youth Services Review. https://doi.org/10.1016/j.childyouth.2020.105535
  27. Parasuraman, a, Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. https://doi.org/10.1016/S0148-2963(99)00084-3
  28. Prasetyo, I. A., & Rukiyah, R. (2019). Literasi Informasi Pengendara Ojek Online (Go-Jek) Tembalang Semarang Saat Bertugas. Jurnal Ilmu Perpustakaan.
  29. Pratiwi, S. D., Wiyono, & Lalu, H. (2020). Perancangan Sistem Pengelolaan Risiko Menggunakan Mockup Website Dan Analisis Technology Acceptance Model (tam) Di Cv. Barokah Abadi. Proceedings of Engineering.
  30. Puhakainen, P., & Siponen, M. (2010). Improving employees’ compliance through information systems security training: An action research study. MIS Quarterly: Management Information Systems. https://doi.org/10.2307/25750704
  31. Ratnadi, & Suprianto, E. (2016). Pengendalian Kualitas Produksi Menggunakan Alat Bantu Statistik (Seven Tools) Dalam Upaya Menekan Tingkat Kerusakan Produk. Indept.
  32. Rauniar, R., Rawski, G., Yang, J., & Johnson, B. (2014). Technology acceptance model (TAM) and social media usage: An empirical study on Facebook. Journal of Enterprise Information Management. https://doi.org/10.1108/JEIM-04-2012-0011
  33. Saleem, Z., & Rashid, K. (2011). Relationship between Customer Satisfaction and Mobile Banking Adoption in Pakistan. International Journal of Trade, Economics and Finance. https://doi.org/10.7763/ijtef.2011.v2.162
  34. Sunandar, H. S., & Satar, M. (2016). Tinjauan Tentang Proses Recruitment Tenaga Kerja Di Kantor Pusat Pt. Y Bandung. Indept.
  35. Susanto, A. (2016). What Factors Influence the Quality of Accounting Information? International Journal of Applied Busines and Economic Research, 13(6), 3995–4014.
  36. Susilo, G. (2016). Keamanan Basis Data Pada Sistem Informasi Di Era Global. Jurnal TRANSFORMASI.
  37. Suwarni dan Mayasari. (2011). Pengaruh Kualitas Produk dan Harga Terhadap Loyalitas Melalui Kepuasan Konsumen. Jurnal Ekonomi Bisnis, 16(1).
  38. Tjiptono, F. (2006). Manajemen Jasa. In Andi,Yogyakarta.
  39. Van Riel, A. C. R., Liljander, V., & Jurriëns, P. (2001). Exploring consumer evaluations of e-services: A portal site. International Journal of Service Industry Management. https://doi.org/10.1108/09564230110405280
  40. Van riel Allard C.R. et al. (2004). Online Travel Service Quality Toward Delighted And Loyal. Total Quality Management, 15(4), 75–493.
  41. Yousafzai, S. Y., Foxall, G. R., & Pallister, J. G. (2010). Explaining internet banking behavior: Theory of reasoned action, theory of planned behavior, or technology acceptance model? Journal of Applied Social Psychology. https://doi.org/10.1111/j.1559-1816.2010.00615.x
  42. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2010). Services Marketing Strategy. In Wiley International Encyclopedia of Marketing. https://doi.org/10.1002/9781444316568.wiem01055

Open Access Copyright (c) 2020 Walisongo Journal of Information Technology
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Walisongo Journal of Information Technology
Published by Department Information Technology
Faculty of Science and Technology UIN Walisongo Semarang

Jl Prof. Dr. Hamka Kampus III Ngaliyan Semarang 50185
Phone: 024-76433366
Website: https://fst.walisongo.ac.id/
Email: [email protected]

ISSN 2715-0143 (media online)
ISSN 2714-9048 (media cetak)

 

ISSN: 2714-9048 (Print)
ISSN: 2715-0143 (Online)
DOI : 10.21580/wjit

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License

Get a feed by atom here, RRS2 here and OAI Links here

View My Stats
apps