Track: Human Factors and Ergonomics

Abstract

Application has been facilitating various kinds of human activities, including ordering train tickets. KAI Access application emerges to help users to order train tickets online easier. However, this application is far away from the expectations of its users with the emergence of various problems. A study was conducted to evaluate the condition of the KAI Access application based on complaints from its users. This research proposes Extended Technology Acceptance Model (TAM) with additional Social Influence and Web Quality. A survey was conducted by distributing questionnaires online to 114 actual users of the KAI Access application and tested by PLS-SEM statistical test. The results showed that the Web Quality variable, system quality and service quality has significant impact to influence behavioral intention of users and very important to be considered, while information quality is not a concern by the users in this problem. Social Influence also significantly influences the users to use the application. It can be considered by management and developer as an overview to improve and develop the application in the future.