The Effect of Perceived Usefulness, Perceived Ease of Use, and Trustworthiness on the Consumer's Intention to Use (A Case Study of Go-Jek Indonesia)

Abstract

In congested Indonesian cities like Jakarta and Bandung, the traffic seems to be a paramount problem for everyone. The new local startup company, Go-Jek, has tried to solve this transportation problem by providing a new option of public transportation: the motorbike taxi. By using a smartphone, the customer could book the driver and track him through the Go-Jek application featuring services include picking up and transporting the passenger, delivering items, and even running shop errands. With all those advantages offered by Go-Jek, some customers still have no intention to use the service, for the following reasons: They think that the service is not useful, they are not familiar with the application, and also they have no trust in Go-Jek. Purpose – The purpose of this study is to understand the impact of perceived usefulness, perceived ease of use, and trustworthiness on the consumer’s intention to use Go-Jek Indonesia. Research Methodology – This research used a survey by distributing 372 questionnaires to respondents in Bandung, aged between 17-26, who are the target market of Go-Jek. Partial Least Squares Structural Equation Modeling (PLS-SEM) is used to see how the independent variables (perceived usefulness, perceived ease of use, and trustworthiness) influence the dependent variable: intention to use. Findings – The results of the study reveal that perceived usefulness, perceived ease of use, and trustworthiness are significant predictors of the consumer’s intention to use. In addition, this study helps the company to understand how Indonesian customers perceive the Go-Jek brand.