Peran Kepuasan Dalam Memediasi Pengaruh Persepsi Kegunaan Dan Persepsi Kemudahan Terhadap Minat Penggunaan Berkelanjutan Aplikasi Access Kereta Api Indonesia 

The Role Of Satisfaction In Mediating The Effect Of Perceived Usefulness And Perceived Ease Of Use On Continuance Intention Of Kereta Api Indonesa Access Application

Teknologi digital, termasuk aplikasi transportasi, mempermudah aktivitas masyarakat, salah satunya melalui aplikasi Access Kereta Api Indonesia (Access KAI) untuk pemesanan tiket kereta api. Penelitian ini menganalisis pengaruh Persepsi Kegunaan dan Persepsi Kemudahan terhadap Minat Penggunaan Berkelanjutan Access KAI, dengan Kepuasan sebagai variabel mediasi. Hasil penelitian menunjukkan Persepsi Kegunaan berpengaruh signifikan terhadap Kepuasan dan Minat Penggunaan Berkelanjutan. Sebaliknya, Persepsi Kemudahan hanya berpengaruh signifikan terhadap Kepuasan, namun tidak langsung memengaruhi Minat Penggunaan Berkelanjutan, sehingga perlu dimediasi oleh Kepuasan. Temuan ini mendukung teori TAM Davis (1989) dan teori Kepuasan oleh Turban (2015) serta Zikmund et al. (2003) yang menekankan peran persepsi kegunaan, kemudahan, dan kepuasan dalam mendorong minat penggunaan berkelanjutan.

Kata Kunci: Aplikasi, Kepuasan, Minat Penggunaan Berkelanjutan, Persepsi Kegunaan, Persepsi Kemudahan, Transportasi

Digital technology, including transportation applications, facilitates community activities, one of which is through the Access Kereta Api Indonesia (Access KAI) application for booking train tickets. This study analyzes the effect of perceived usefulness and perceived ease of use on continuance intention of Access KAI, with satisfaction as a mediating variable. The results showed that perceived usefulness has a significant effect on satisfaction and continuance intention. In contrast, perceived ease of use only has a significant effect on satisfaction, but does not directly affect continuance intention, so it needs to be mediated by satisfaction. This finding supports Davis' (1989) TAM theory, Turban (2015) and Zikmund et al.'s (2003) Satisfaction theory which emphasizes the role of perceived usefulness. (2003) which emphasize the role of perceived usefulness, ease of use, and satisfaction in driving continuance intention.

Kata Kunci: Application, Continuance Intention, Perceived Ease of Use, Perceived Usefulness, Satisfaction, Transportation