The Effect of Perceived Ease of Use and Perceived Usefulness on Continuance Intention to Use the PLN Mobile Application with Trust as a Mediating Variable

Abstract

The PLN Mobile application has shown an increasing trend in the number of users, but successful adoption has not been fully followed by continued usage. Previous studies have also reported inconsistent findings regarding the effects of Perceived Ease of Use and Perceived Usefulness on Continuance Intention, indicating the need for a psychological mechanism capable of explaining these relationships. This study aims to analyze the determinants of continuance intention toward the PLN Mobile application by integrating Trust as a mediating variable. Using the Technology Acceptance Model (TAM) framework, data were collected from 100 respondents in Surabaya through quota sampling and analyzed using Partial Least Squares-based Structural Equation Modeling (PLS-SEM). The findings reveal that Perceived Usefulness has a significant effect on Trust and Continuance Intention. However, Perceived Ease of Use does not show a significant effect on either variable. Trust is proven to partially mediate the relationship between Perceived Usefulness and Continuance Intention, but fails to mediate the effect of Perceived Ease of Use. These findings indicate that, in utility-based digital services, functional value and system reliability are considerably more crucial than mere interface simplicity in fostering long-term user loyalty. Theoretically, this study extends the application of the Technology Acceptance Trust as a mechanism that explains the relationship between technology evaluation and continued usage behavior in public utility services. Management of PT PLN (Persero) needs to prioritize improvements in service benefits, system reliability, data security, back-office system integration, and consistent compliance with Service Quality Standards as catalysts for sustainable digital transaction growth.