THE INFLUENCE OF TECHNOLOGY ACCEPTANCE MODEL (TAM) TOWARDS CUSTOMER SATISFACTION OF ZAHIR ACCOUNTING APPLICATION

Haris., Abdul Ghofar, DBA., CA., AK and Dr. Endang Mardiati, Msi., CA., Ak

Abstract:

This study aims aims to analyze the influence of perceived ease of use principle towards customer satisfaction of zahir accounting application, analyze the influence of perceived usefulness principle on customer satisfaction of zahir accounting application, analyze the influence of actual usage principle towards customer satisfaction of zahir accounting application, analyze the influence of attitude toward using principle on customer satisfaction of zahir accounting application, and analyze the influence of behavioral intention principle towards customer satisfaction of zahir accounting application. This study uses a quantitative approach and is categorized into an explanatory research with total population of 1151 users. The sampling technique with incidental techniques in this study yields a number of sample of 100 users. The type of data used in this study is primary data which obtained by using questionnaires. The Inferential Statistical Method used in the data analysis of this study is Partial Least Square (PLS). Perceived ease of use has a positive effect on customer satisfaction. It means the higher customer convenience in using the Zahir accounting application, the higher customer satisfaction resulted. Perceived usefulness has no effect on customer satisfaction, meaning that there is no significant effect of perceived usefulness on customer satisfaction. Attitude toward using has a positive effect on customer satisfaction, meaning that the higher consumer’s attitude in using Zahir accounting application, the higher customer satisfaction resulted. Customer satisfaction has a positive impact on behavioral intention, meaning that the higher customer satisfaction in using zahir accounting application, the higher customer’s behavioral intention to use the application, and vice versa. Behavioral intention has a positive effect on actual usage, meaning that the higher customer’s intention to use zahir accounting application will result in a significantly higher customer behavior in using the zahir accounting application. This is one of several accounting scientific studies that investigate customers of zahir accounting applications relating to TAM (Technology Acceptance Model) and Customer Satisfaction.

 

Keywords: Perceived ease of use, Perceived usefulness, Attitude toward using, behavioral intention, actual usage, Customer satisfaction, Zahir Accounting Application, PLS- SEM

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Posted in IJHRSS.