CUSTOMER CONTINUANCE INTENTION TOWARDS TRAVEL MOBILE APPLICATION (A CASE ON KAI ACCESS FROM PT. KERETA API INDONESIA)

PT. Kereta Api Indonesia (KAI) is a state-owned company that provides railroad transportation services in Indonesia. The company launched KAI Access in 2015, it is an official mobile application from PT. KAI that help customer to order, manage and assist themselves with the service from pre, on until post train trip. However, the usage of application still below the expectation because there are several channel that had provided the services to order train ticket from another application, web or counter. It is the challenge that the company should compete and this study intends to proposed a measurement tool to analyse the factor influencing continuance intention of using KAI Access. The measurement tool has been tested to 40 respondent that choose to used KAI Access as their main channel to order and manage train ticket besides other option. The pilot test revealed that the measurement tool had fulfill the requirements of validity and reliability. The result that there are four factors that significantly influence the continuance intention of using KAI Access namely Hedonic Motivation, Habit, System Quality and Performance Expectancy. In terms of moderating variable, Age and Gender are not moderating any factors that influence the Continuance Intention. The model can strongly predict the Continuance Intention of consumer towards KAI Access since the R2 is 72%