Perceived Ease of Use, Perceived Usefulness, and Customer Satisfaction as Driving Factors on Purchase Intention on Traveloka in Indonesia

Muhammad Farrell Daiva; Rd. Nurafni Rubiyanti; Arry Widodo

doi:10.55927/eajmr.v4i12.501

Authors

Muhammad Farrell Daiva Telkom University
Rd. Nurafni Rubiyanti Telkom University
Arry Widodo Telkom University

DOI:

https://doi.org/10.55927/eajmr.v4i12.501

Keywords:

Perceived Ease of Use, Perceived Usefulness, Customer Satisfaction, Repurchase Intention, Traveloka

Abstract

The development of digital technology is driving a shift in consumer behavior in planning and booking trips online. Traveloka as one of the largest online travel platforms in Indonesia is widely chosen because of its complete features and is considered to be easy for users. However, various negative reviews on the app store related to price discrepancies at checkout, limited payment methods, and customer service that uses AI show that it causes problems with Perceived Ease of Use (PEOU), Perceived Usefulness (PU), and user satisfaction that can reduce repurchase intentions. This study analyzes the influence of PEOU and PU on the satisfaction and repurchase intention of Traveloka users in Indonesia using the Technology Acceptance Model (TAM) framework, as well as testing satisfaction as a mediator. The methods used were quantitative explanatory online questionnaires on the Likert scale and Partial Least Squares (PLS) analysis. The results are expected to make a theoretical contribution to the implementation of TAM and practical input for Traveloka management to improve convenience, transparency, and service quality.

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