The Influence of Individual, Process, Technology, and Environment Dimensions on Intention and Actual Usage of PeduliLindungi Application

The COVID-19 pandemics have become a global phenomenon that has the force to change millions of people's lives globally. The Government of The Republic of Indonesia through its Ministry of Communication and Informatics is trying to accelerate national recovery by releasing contact tracing applications to the public. The national recovery is the joint force between the government and the public, but the public is reluctant to accept the app in the first place. The goal of this study is to analyze the factors that influence public acceptance of contact tracing applications, named PeduliLindungi. This study was developed based on the Unified Theory of Acceptance and Use of Technology (UTAUT) that mapped into the theory of Health Belief Model (HBM), and privacy calculus as the issue emerges regarding the contact tracing applications because it consumes the users' sensitive data. The study was conducted with the quantitative method with 519 respondents across Indonesia that have been using PeduliLindungi. The results show that perceived susceptibility, perceived threat, perceived benefits, perceived ease of use, facilitating condition, system quality, and government regulations significantly influence the intentions and actual usage of applications. This study contributes to UTAUT, HBM, and privacy calculus theories, where the factors that influence the intention to the usage of the application were tested. Therefore, on the practical side, this research assists prioritization by the stakeholders to strategize disease handling with the assistance of technology as the public central information. © 2022 IEEE.

Challenges in Coronavirus Contact-Tracing Application Implementation in Indonesia: Users' Perspective

A contact-tracing application is implemented to monitor and manage the spread of disease during pandemics. Since its launch by the government, the adoption of the PeduliLindungi, an Indonesian contact-tracing application, has remained low. PeduliLindungi users are only 34 % of smartphone users and 20% of the population in Indonesia. The effectiveness of contact-tracing apps cannot be measured without mass use and adherence to protective behavior. Approximately 80% of smartphone users, or 56% of the overall population, must use the app. Therefore, the app implementation challenges need to be researched to develop strategies to increase user adoption. This study used a qualitative methodology by conducting interviews with 17 respondents. Respondents were recruited using the purposive sampling method. This study used the NVIVO application to process and analyze data. Based on the results of data analysis using thematic coding, the challenges in contact-tracing apps implementation in Indonesia are divided into five main themes: technology limitations, lack of socialization, organizational problems, individual concerns, and socio-economic inequalities. This study contributes to the theory of challenges in contact tracing app implementation. The technical contributions and recommendations are also provided. © 2022 IEEE.

The Meaning of User Satisfaction and Continuance Intentions with Video Conference Applications

A decrease in face-to-face encounters between people has been caused by social distancing measures, which are promoted to reduce the spread of COVID-19. This has led to a switch from direct meetings to virtual meetings, leading to an increase in the use of video conferencing applications to communicate. The goal of this study is to explore the factors that could influence satisfaction and the decision to continue using video conferencing applications. The respondents consisted of 556 people who had used video conferencing applications in the previous three months. The analysis was performed using the partial least square structural equation modelling with SmartPLS 3. The findings of this study show that confirmation, perceived ease of use, perceived usefulness, service quality, method of expressing affection, and system quality have a positive and significant effect on satisfaction. Perceived usefulness and satisfaction then have a positive and significant effect on continuance intentions with conferencing applications. This study could provide guidance to video conferencing application providers in Indonesia to provide services and systems that increase user satisfaction and intention to continue using these applications. Finally, this study enhances the literature in the field of communication technology on video conferencing applications. © 2021 IEEE.

The Acceptance of Pay Later Payment Usage on Business-To-Consumer Online Marketplace in Indonesia

Pay Later is a new payment method that allows consumers to buy products using installments with a certain deadline. Pay Later have been adopted by various online marketplaces and increased during the COVID-19. This study aims to seek light on Pay Later payment method adoption on business-to-consumer (B2C) online marketplace in Indonesia using the modification of the Technology Acceptance Model (TAM). This study uses the Partial Least Square Structural Equation Modelling (PLS-SEM) analysis method with the help of SmartPLS 3.0 and a survey filled out by 1,141 respondents. The results showed that perceived usefulness, perceived ease of use, social influence, lifestyle compatibility, consumer trust, perceived risk, and debt attitude influence the users' intention to adopt/use Pay Later, and the intention is proven to influence the actual use of Pay Later in B2C online marketplace in Indonesia. © 2021 IEEE.

Quick Response Code Acceptance on Digital Wallet Mobile Applications in Indonesia

Quick Response (QR) Code Payment Method is a payment method used through platforms such as digital wallets by scanning codes containing payment information. The QR Code Payment Method has been used in various digital wallet applications and its use has increased during the COVID-19 pandemic. There are problems in using QR Codes such as security, infrastructure, education, and transparency problems faced by users. This research aims to determine the factors that influence the use of the QR Code payment method on digital wallet applications in Indonesia. This research uses a Mobile Technology Acceptance Model (M-TAM) based research model with quantitative methods. The data collected in this research were 1.271 responses which were analyzed using the Covariance Based Structural Equation Modeling (CB-SEM) method with the AMOS 24 application. The results of this research indicate that the perception of transaction convenience, perception of transaction speed, mobile usability, ease of use of mobile, subjective norms, personal innovativeness, perceived security, and behavioral intentions affect the use (actual usage) of QR Code on digital wallet applications in Indonesia. This research is expected to give insights for QR Code payment service providers such as financial technology companies and regulators in improving payment services.

Digital Business Models Evaluation to Improve Customer Experience in A Telecommunication Company

The COVID-19 pandemic is a major challenge for the global economy and gave a negative contraction in growth. In contrast to the telecommunications sector, which experienced an increase in demand for communication networks and the internet which results in making competition to provide the best service and maintain customer satisfaction. This research involved an Indonesia Telecommunication Company which is a leading company in the telecommunications industry. The Customer Experience (CX) Satisfaction Measurement report shows the company has not been able to achieve the target in managing customer satisfaction as measured using the Net Promoter Score, especially in wholesale network services. This study evaluates the company's actual business model by carrying out digital transformation in all elements of the business model through an interview process to three sources from the Wholesale and International Services Directorate who are responsible for formulating wholesale business strategies and policies. The evaluation of the business model is carried out using the business model canvas. The benefit of this research is the formulation of a new digital business model for the company, especially the wholesale segment that supports the improvement of CX for wholesale network connectivity services. The proposed business model was validated by the Wholesale and International Services Directorate. CX improvements are carried out by simplifying the company's internal processes, offering new products/services, facilitating service delivery, and increasing the main focus on exploring customer needs. The company can use this proposal as a reference in formulating a wholesale network service transformation strategy. © 2021 Institute of Advanced Engineering and Science (IAES).