Determining the Pivotal Role of Digital Trust and Social Influence in E-Counseling Adoption for Generation Z

Abstract

This study examines the extent to which digital trust and social influence shape the adoption of e-counseling among Generation Z university students in West Java, Indonesia, using an extended Technology Acceptance Model (TAM). Data were obtained from 100 students who had prior e-counseling experience using purposive sampling, consistent with the pilot-study scope of this research. The measurement model exhibited strong internal consistency and convergent validity, with Average Variance Extracted (AVE) ranging from 0.836 to 0.924 and Composite Reliability values above 0.939 for every construct. PLS-SEM confirmed eight of nine hypotheses relationships. Digital trust positively predicted both perceived usefulness (β = 0.470) and perceived ease of use (β = 0.556), and social influence produced comparable effects on perceived usefulness (β = 0.323) and perceived ease of use (β = 0.579). The path from perceived ease of use to perceived usefulness was the only relationship that failed to reach significance (β = 0.283, p = 0.192). Attitude toward using (β = 0.768) and perceived usefulness (β = 0.207) emerged as the two strongest predictors of behavioral intention. Explanatory power was substantial across the model, with R2 values of 0.841 for attitude toward using, 0.924 for behavioral intention, 0.890 for perceived ease of use, and 0.865 for perceived usefulness. These findings underscore the strategic importance of robust data security and peer-driven social validation in fostering technology engagement within digital mental health services.