Analyzing Benefits of Online Train Ticket Reservation App Using Technology Acceptance Model

Abstract

The research addresses the challenges faced by PT KAI (Kereta Api Indonesia) Persero in adapting to the digital revolution, particularly in the context of online ticket purchasing and train service reservations. It focuses on the need for PT. KAI to improve efficiency and customer satisfaction in response to complaints about conventional ticket purchase methods. It will employs the Technology Acceptance Model (TAM) to understand user acceptance and satisfaction with the KAI Access application. The sample size is quantified with 150 valid questionnaires and analyzes relationships between perceived ease of use (PEU), perceived usefulness (PU), attitude toward using (ATU), and intention to use. The results indicate that PEU positively influences PU, ATU, and intention to use, while PU positively influences ATU and intention to use. The study highlights the importance of understanding consumer needs in the digital era, emphasizing the significance of the KAI Access application in meeting these needs. The findings are expected to contribute to PT. KAI's service development and inspire similar companies facing challenges in the evolving digital landscape.