Niat Konsumen menggunakan Transportasi Ride-Hailing di tengah Pandemi COVID-19: Kerangka Kerja Konseptual dan Evaluasi Empiris

Abstract

The digital ride-hailing technology-based transportation mode is one of the transportation businesses that can still survive the COVID-19 pandemic. In Indonesia, this service is not entirely deactivated but only limits some service features adjusted to the COVID-19 handling protocol. This study intents to explore the effect of attitude, user satisfaction, trust, and subjective knowledge on continuance intention to ride-hailing services during the Large-Scale Social Restriction (PSBB) period. Considering that the total population in this study is unknown, there were 225 respondents taking part in this study taken by a non-probability sample. Hypothesis testing is done using the Structural Equation Model technique. Based on the research results, trust has a significant effect on attitude, user satisfaction has a significant impact on trust, trust construct either directly or indirectly has a considerable impact on continuance intention, which is mediated by attitude, user satisfaction directly and indirectly has a significant impact on attitude mediated by trust, attitude has a significant effect on continuance intention, user satisfaction indirectly has a considerable effect on continuance intention which is mediated by attitude and trust, and subjective knowledge has a significant effect on continuance intention. Furthermore, this study's outcome administer empirical uphold for the acceptance model of information technology Theory of Reasoned Action by adding the constructs of trust, subjective knowledge, and user satisfaction to the research model. Wherefrom the seven hypotheses proposed, all of them can be accepted.