The Effect of the Technology Acceptance Model and Theory of Planned Behavior on the Use of the New PLN Mobile Application

Abstrak

The New PLN Mobile application developed by PT PLN (Persero) aims to facilitate customers in accessing various electricity services, such as bill payments, purchasing electricity tokens, and submitting electricity service requests. Although widely downloaded, feature adoption and utilization remain suboptimal, especially among Generation Y. This study aims to analyze the factors influencing the acceptance of the application, such as perceived ease of use, perceived usefulness, perceived risk, and subjective norm, using the Technology Acceptance Model (TAM) and Theory of Planned Behavior (TPB) framework. The study also investigates how these factors influence users' attitudes, behavioral intentions, and actual system use of the New PLN Mobile application among Generation Y. A survey was conducted with 150 respondents from Generation Y in Jakarta. The research approach used a quantitative method with data analysis using Structural Equation Modeling (SEM-PLS). The results of the study indicate that all the factors tested—perceived ease of use, perceived usefulness, perceived risk, and subjective norm—have a significant effect on users' attitudes and their intention to use the application, which ultimately influences the actual use of the application. These findings are expected to provide deeper insights into the factors that drive technology adoption, especially among Generation Y, and offer practical recommendations for application developers to enhance user engagement. These findings highlight the need for apps that are easy to use, beneficial, secure, and socially supported to improve user engagement and satisfaction. Additionally, strategic targeting of Generation Y with engaging and relevant features, such as gamification and social media integration, can help increase sustainable application use.