THE INFLUENCE OF PERCEIVED USEFULNESS, EASE OF USE, TRUST,

AND RISK TOWARDS GOJEK ACTUAL USAGE WITH BEHAVIORAL

INTENTION TO USE AS INTERVENING VARIABEL

ArrizkyAzharAlifiardi

Dr. ZakiBaridwan. AK., CA., CPA

International Undergraduate Program in Accounting, Faculty of Economics and

Business
University of Brawijaya
Jl. MayjenHaryono 165, Malang 65145, Indonesia Telp. 0341-555000 (Hunting),
551396 Fax 0341-553834 E-mail: info.feb@ub.ac.id, Website:
http://www.feb.ub.ac.id

ABSTRACT

The purpose of this study is to explain and to predict the influence of perceived
usefulness, ease of use, risk, and trust in behavioral intentions to use and behavioral
intentions to use against the actual use of GO-JEK applications. This type of research
is quantitative explanatory research and data is collected using survey methods,
namely questionnaires. Respondents in this study were 581 active students in the
accounting department of the Faculty of Economics and Business, Brawijaya
University 2015 and 2016. Academic data and hypothesis data were analyzed using
structural equation models (SEM) based on Partial Least Squares (PLS). The results
showed that the behavioral intention to use GOJEK was influenced significantly and
positively by perceived usefulness, perceived ease of use, perception of trust, and
perceived risk. So that it can be concluded that the higher the perceived usefulness,
perceived ease of use, perception of trust, and perceived risk, the higher the
behavioral intention to use GOJEK. This study also shows that GOJEK's actual use is
significantly and positively influenced by the behavioral intention to use GOJEK. It
can be concluded that the higher the behavioral intention to use GOJEK, the higher
the actual use of GOJEK applications.

Keywords: Perceived of Usefulness, Perceived Ease of Use, Perceived of Risk,

Perceived of Trust, Behavior Intention to Use, Actual Usage, Go-Jek

I
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A. INTRODUCTION
In this era of globalization, the information technology has inevitably been
expanded, as Internet becomes the necessity for population majority in this era. The online
shopping business enables people demand on Internet. Consequently, this phenomenon
leads to the growing demand in e-commerce. With the number of internet users reaching
82 million people or around 30 percent of the total population in Indonesia, the e-
commerce market provides a gold mine promising most population to seek the potential
future business (Susanto, 2009).
Transportation is an important means of development in facilitating the wheels of
the economy and influencing all aspects of life. Transportation can help a good economy in
an area even in a country. The better and well organized the transportation in an area, the
better the economic sector. With the increasing population growth, the need for
transportation services will also increase; this is what causes the growing business world in
the transportation service sector. (Prawiranata, 2017)
This also affects the industry that provides online transportation services that are
currently being fond discussed. In this case, for example, GO-JEK is engaged in providing
transportation services and is a manifestation of information technology advancements. GO-
JEK is a social-minded technology company that aims to improve the welfare of workers in
various informal sectors in Indonesia. GO-JEK has officially operated in 10 major cities in
Indonesia, including Jakarta, Bandung, Bali, Surabaya, Makassar, Yogyakarta, Medan,
Semarang, Palembang, and Balikpapan with plans for development in other cities in the
coming year (Siswanto, 2017).
According to research conducted by Hakim and Persada (2018), the users of the
GO-JEK e-payment service are mostly students, due to the use of technological elements,
which is considered as part of the lifestyle in the modern era. Regarding from this matter,
this study involves the respondents from Brawijaya University students who use services to
find out the basis for the students receiving and utilizing services on GO-JEK.
Therefore, phenomenon online business like GO-JEK has a tendency of
competition among start-up companies in which the companies prefer to be recognized as
Grab and Ubertrigerring online business competition. According to Kotler (2012: 293),
competitors are the companies satisfying the similar customers. Thus, once a company’s
competitors have been identified, then a company must understand the characteristics, such
as: the strategy, goals, weaknesses and patterns of competitors' reaction when threatened.
The research gap in this study is based on a technology acceptance model that is
modified by taking the dominant variables. The variables used in this research are
employed to assess the using of Go-Jek which consist of: perceived of usefulness,
perceived ease of use which is taken from TAM (Technology Acceptance Model),
perceived risk, perceived trust which is taken from TPB (Theory Planned Behavior), also
behavior intention to use and actual usage which is taken from UTAUT1 (Unified Theory
of Acceptance and Use of Technology). The relationship among variables reveals that
information technology users act rationally when they decide to use the technology. Based
on this premise, intention to use a new technology is determined by the perceived
usefulness of using information technology and also perceived ease of use in term of using
the new information technology (Gefen 2003).
In general, researchers from various disciplines agree on the interrelationship among
opportunities, uncertainty and possibility of achieving benefits (Komiak&Benbasat 2006).
In certain conditions, an element of uncertainty automatically bears the risks; in conditions
 3

of risk, trust is absolutely needed engaging the parties involved to willingly take action
(Mayer et al. 1995). Previous studies have consistently shown that trust shows a positive
influence on adopting interests (Komiak&Benbasat 2006).
Behavior is an act commited by person in response to a particular situation. In the
context of the use of information systems, behavior becomes the actual usage of
technology itself or the real condition of the use of information systems (Jogiyanto, 2007).
Actual behavior or use provides difficulty to be observed and measured through a
questionnaire. According to a study conducted by Davis (1989) perceived use is the used
amount of time to interact with the information system and the frequency of its use. The
results of the study (Venkatesh& Davis, 2000) presented that the use of information
systems is well predictable by using behavior intention variable.

B. LITERATURE REVIEW
ACCOUNTING INFORMATION SYSTEM
Information Systems
A system is defined as a group of two or more interrelated components or subsystems,
serving a common purpose (Hall, 2011:5). Another definition is also stated by Romney and
Steinbart (2015:29) stating that a system is a set of two or more interrelated components
which interact to achieve a goal. Furthermore, O’Brien &Marakas (2011:4) defined a
system as a set of interrelated components, with a clearly defined boundary, working
together to achieve a common set of objectives.
Basically, to achieve the goals and objectives, a system has three elements which have
their respective functions, which include: input, process and output (O’Brien &Marakas,
2011:26). Input involves capturing and assembling transformation processes which convert
input into output. Output involves transferring elements which have been produced by
process to their ultimate destination.
Accounting Information Systems
Accounting information system is a system which collects, records, stores and
processes accounting and other data to produce information for decision makers (Romney
&Steinbart, 2015:36).
Furthermore, Hall (2011:7) states that accounting information system subsystems
process financial transactions and non-financial transactions which directly affect the
processing of financial transactions and non-financial transactions. Financial transaction is
an economic event whichaffects the assets and equities of the organization, reflected in its
accounts and measured in monetary terms. Whereas, the nonfinancial transactions are
events which do not meet the narrow definition of a financial transaction.
Technology Acceptance Model (TAM)
TAM was developed from the Theory of Reasoned Action (TRA) proposed by
Fishbein and Ajzen (1975). TAM is often referred to as one of the most robust theories in
the field of management information systems (Benbasat&Barki 2007). The results of the
research using TAM indicate that the TAM model is sufficiently robust and practical to
explain the level of technology acceptance by users, especially in the context of
information technology (Pavlou 2003). Although TAM was originally developed to predict
individual behavior to adopt and use the latest information technology introduced by
manufacturers (Davis 1989), TAM has been developed to include constructs that were not
previously in the original model.
TAM has been widely used in the context of work and research not related to
organizations (Gefen et al, 2003) and consistently states that about 40% of the variance of
 4

individual intentions in using information technology is strongly influenced by context and

national origin (Gefen et al. 2003 ;Venkatesh&Bala 2008). TAM has been used for
information technology research in various contexts. In addition, the relationships of the
constructs in TAM have often been proven to be significantly significant. Davis in
Simarmata (2015), states that Technological Acceptance Model is a theory that explains
user behavior in using technology which is influenced by several factors, namely ease of
use, benefits, and actual use.
Theory Of Planned Behavior (TPB)
Theory of Planned Behavior (TPB) is a model of social psychology that is very often
used to predict a person's behavior. TPB is made to predict and explain a person's behavior
in a specific context. TPB is a better predictor of behavior because it is aligned with
intentions in carrying out behavior (Wati inSudarman 2017).
Barriers that can arise when the behavior is displayed, comes from within oneself and
can also be from the environment in which a person is located. Sequentially, behavioral
beliefs produce attitudes toward positive or negative behaviors, then normative beliefs
produce perceived social pressure or subjective norms and control beliefs that can lead to
perceived behavioral control or perceived behavioral control. (Ajzen, 2011).
Unified Theory Of Acceptance And Use Of Technology(UTAUT)
This theory is a theory put forward by Venkatesh et al. (2003). Then in 2012
Venkatesh developed this theory into UTAUT 2. Where if UTAUT 1 is technology
acceptance in an organizational context, in UTAUT 2 the context is consumer use,
(Gioliano and Maya, 2013). The UTAUT theory is a theory that studies the behavior of
someone after using a technology for the first time, which is influenced by performance
expectations, effort expectations, social influences, and supporting conditions, which can
be moderated by gender, age, experience, and volunteerism (Sedana and Wijaya, 2010).
There are four variables in this theory, namely:
1. Performance expectancy is a trust from the user when using a system will help users
produce a performance in full work, so the results can be better.
2. Effort expectancy is a level of effort that users can feel in using the system. The
theories incorporated in the first effort expectancy are perceived ease of use (Davis, et
al. 1989), stating a measure of a person's trust will be free from effort when using a
system.
3. Social influence is a person's sensitivity about other parties who use the system.
Theories incorporated in social influence are the first, subjective norms (Ajzen, 1991),
stating that one's perceptions relate to important people such as family or partners who
can determine a person's mind not to do or must do the behavior requested.
4. Facilitating conditions is a person's belief in the existence of technical facilities and
facilities that are capable of helping all user activities. The theories incorporated in
facilitating conditions are the first perceived behavioral control (Azjen, 1991)
regarding the feeling of being easy or difficult to display a behavior.
GO-JEK
GO-JEK was founded by the CEO (chief executive officer) and Managing Director of
NadiemMakarim who claimed to be a motorcycle taxi user. Ojek which is a vehicle for
two-wheeled motorcycles is indeed a very effective transportation for mobility in city
congestion. With his experience on a motorcycle taxi in a traffic jam, he then created GO-
JEK, an order-based modern ojek shuttle service. PT GO-JEK Indonesia has passed its
journey since 2011 (Andiani, 2017).
Services offered by GO-JEK include transportation, courier and shopping. The goal of
PT GO-JEK at that time was to improve the performance of motorcycle taxi drivers. In
 5

2015 PT GO-JEK decided to provide GO-JEK services in the form of an application. So

that GO-JEK is a technology-based solution that facilitates all the daily needs of the
community. This is where GO-JEK's growth becomes very significant. When the GO-JEK
application was launched in 2015, there were three services offered, namely transport,
instant courier, and shopping (Andiani, 2017).
PERCEIVED OF USEFULNESS
Davis in Setyarini (2014) defines perceived usefulness as the degree to which a person
believes that using a particular system would enhance his or her job performance. Based on
this definition, it is interpreted that the benefits of using information technology improve
the work performance of people who use it. Two types of motivation, such as intrinsic
motivation and extrinsic motivation, determine the acceptance of technology by the user.
Intrinsic motivation arises due to the expectations felt by the individual itself from the
results of interacting with an information technology system application. Meanwhile,
extrinsic motivation arises due to the expectations for utilizing certain received information
technology system applications from outside, as an award thanks to achieving good
performance.
Perceived of usefulness can be established by several things that are considered
whether a system has benefits for information system users. Thompson in
DediRiantoRahadi (2007) also mentions that individuals will utilize information
technology when understanding the positive benefits of its usage.
PERCEIVED EASE OF USE
Perceived ease of use is stated by Davis in Ayyagari (2006: 198) as how far one
believes that using a particular system will be an effort-free deed. This definition illustrates
that the perception of ease of use determines a level where a person believes that
information technology is easily understanable. Handayani (2007: 5) adds that this concept
includes the clarity of the purpose of using information technology and the ease of use of
the system that is appropriate for the user.
According to Adam in Nasution (2004: 5), the intensity of use and interaction between
users and technology results in ease of use. A technology that is frequently used might
affect the technology to be known and easier to use. Ease of use will reduce effort (both
time and energy) to users in learning the ins and outs of transacting through technology.
Ease of use also provides an indication that technology users work more easily than those
who work without using the technology.
PERCEIVED OF TRUST
Many experts have defined trust, as according to Moorman et al. (1993), which was
quoted by Ishak and Luthfi (2011), trust is a willingness to rely on others who have been
trusted. Costabile (1998) cited Ferrinadewi (2007) defining consumer confidence as a
perception of reliability from the point of view of consumers based on experience or more
on the sequence of transactions or interactions and characterized by the fulfillment of
expectations of product performance and satisfaction.
Considering the above statement, it is concluded that brand trust has an important role
for the product. If the effect of brand trust is not controlled, it can lead to consideration of
excessive levels of customer satisfaction in developing consumer commitment to the
product. Morgan and Hunt (1994) as quoted by Ferrinadewi (2007) stated that trust
becomes a key variable in developing a long-lasting desire to maintain a long-term
relationship of a particular brand.
PERCEIVED OF RISK
Schiffman and Kanuk (2010) defined the risk as uncertainty faced by consumers when
they cannot predict the impact of their purchasing decisions. Suresh and Shashikala (2011)
 6

defined risk as an uncertainty faced by consumers when they cannot predict future
consequences of their purchasing decisions. Jogiyanto (2012) defined risk as a customer's
perceptions of uncertainty and unintended consequences in carrying out an activity. Based
on some of the above risk definitions, it is concluded that risk becomes a subjective
assessment by a person with the possibility of an accident event and the concern of an
individual with the consequences or impact of the incident.
Gefen et al., (2003) as quoted by Murwatiningsih and Apriliani (2013) state that risk
becomes a precursor factor influencing purchasing decision and customer satisfaction. In
trading on the internet, the risk is considered to be higher than physical trading due to the
limited physical contact of consumers with the product, preventing the consumers to
supervise the performance of the product before making a purchase.
BEHAVIORAL INTENTION TO USE
According to Olson & Peter (2008, p.331) intention to behave (behavioral intention)
presents a proportion that connects itself to future actions. According to Schiffman&Kanuk
(2010, p.235), behavioral intention (behavioral intention) is the frequency of purchase or
the proportion of total purchases from buyers who are loyal to a particular brand.
According to Anderson & Mittal, (Liestyana 2009, p.171) behavioral intention becomes the
result of a satisfaction process, which can be classified into two groups of economic
behavior and social behavior.
The empirical results of user acceptance of Alipay in China (Xie& Lin, 2014)
indicated that the social influence play a significant role in affecting consumers’
willingness to use Alipay. Social influence has a positive impact on users’ behavioral
intention to use Alipay, which can be interpreted as that the customers think that high
influence from significant others will have high intention to use Alipay.
ACTUAL USAGE
Actual usage system is identified as the behavior of real conditions in adopting a
system. In Davis (1989), the actual usage system is defined as a form of an external
psychomotor response measured by a person with real use. Actual system usage is
conceptualized in the form of measurement of the frequency and duration of the use of
technology (Wibowo, 2006). Meanwhile, Kusuma and Susilowati (2007) stated that the use
of online banking can be a benchmark of the success rate of the system measured by the
frequency of use and the diversity of performed transactions.
According to Rigopoulos and Askounis (2007), actual usage is measured based on
repeated usage and more frequent use, in this case the use of internet banking. A person
will be satisfied upon using the system if they believe that the system is easy to use and
will increase the productivity as seen from actual usage. (Vankatesh& Davis, 1996).
RESEARCH FRAMEWORK
The research framework applied in this study examines variables, such as: perceived of
usefulness, perceived ease of use, trust, risk, and behavioral intention towards behavioral to
use GO-JEK. This model can be described in the following model. The model of this study
can be explained in Figure 1.
From this model, it is apparent that this study examines the theory of TAM and the
behavioral customer can be seen from the use of variables applied in this study as
perceived useful and ease to use. This research model has previously been used by
Suhendro (2009) who studied the effects of perceived usefulness and perceived ease of use
in the application of regional financial information systems.
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Figure 1
Proposed Research Model

Perceived of
Usefulness

H1

Perceived Ease
of Use

H2 H5
Behavior Actual Usage
Intention to Use

Perceived of H3
Trust

H4

Perceived of
Risk

From this model, it is apparent that this study examines the theory of TAM and the
behavioral customer can be seen from the use of variables applied in this study as
perceived useful and ease to use. This research model has previously been used by
Suhendro (2009) who studied the effects of perceived usefulness and perceived ease of use
in the application of regional financial information systems.
Behavioral theory is also applied to study behavioral intention to use on GO-JEK, as
can be seen from the use of risk and trust variables in this study to assess consumer
confidence in online purchasing (Masoud, 2013). Meanwhile, according to Morgan and
Hunt (1994) as quoted by Ferrinadewi (2007) trust is involved as a precursor factor that
influences purchasing decision and customer satisfaction.
HYPOTHESIS DEVELOPMENT
The Effect of Perceived Usefulness on Behavioral Intention to Use GOJEK
The importance of perceived usefulness has been widely recognized in various studies
(Guriting&Ndubisi, 2006). Perceived usefulness becomes a subjective probability that
technology can improve the way consumers complete their goals. In the context of our
research, perceived usefulness will increase consumers' attitudes and desires to use
electronic payment systems.
The research conducted by Liébana-Cabanillas (2017) compares the factors that
determine the acceptance by consumers of payment systems for SMS (Short Message
Service) and NFC (Near Field Communication) as examples of future payment facilities. In
this regard, it is believed that perceived usefulness brings a positive influence on
behavioral intention to use GOJEK. In this case, when the payment system is considered
safe, the consumer's intention will increase.
H1: Perceived of usefulness positively influences the behavioral intention to use GO-JEK.
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The Effect of Perceived Ease of Use on Behavioral Intention to Use GO-JEK

Perceived ease of use (PEOU) is defined as "the degree to which a person believes that
using a particular system will be an effort-free deed" (Davis 1989: 320). Construction of
perceived ease of use influences a person's attitude to the use of the system, which further
influences a person's behavioral intention to use a system, which in turn determines the
actual use of the system (Davis 1989: 320).
Bandura (1982) postulated that the importance of perceived ease of use as the
consideration of how well a person could carry out an action needed to deal with a good
prospective situation (Davis, 1989). A careful consideration-based action can be well-
carried out if there are accessible conditions which do not require a lot of energy, cost, or
time. According to Gefen et al. (2003), an online booking manager invests a number of
resources to facilitate usersto interpret commitment and sincerity. This opinion is supported
by the researchconducted by Pousttchi and Wiedemann (2007) examining the factor which
influences Consumers' intentions to use cellular payments. The research proved that
childbearing ease had a significant impact on the intention to use cellular payment
procedures.
H2: Perceived ease of use positively influences the behavioral intention to use GO-JEK.
The Effect Perceived of Trust on Behavioral Intention to Use GO-JEK
Along with perceived risks, trust factor becomes one of the two critical challenges of
electronic payment systems (Aldwani, 2001). In addition, trust provides a subjective belief
that a party will fulfill its obligations in accordance with the expectations of stakeholders as
good faith. According to Pavlou (2003), trust is "a clear feature of major social and
economic interactions where uncertainty is present". Furthermore, trust is also developed
from the existed reputation.
The research conducted by Nguyen (2017) that examined the role of perceived risk
and trust on e-payment adoption indicated that under e-payment systems, the trust has the
direct and indirect use of impacts on e-payment adoption. The trust adoption path has
maximum value and statistical significance, showing that the perceived trust of electronic
payment systems (for example, security and reliability, the benefits of e-payment) and the
perceived ease of use of electronic payment systems (for example, clear and easy to
understand, use the system efficiently) have a major influence on the adoption of e-
payments.
H3: Perceived of trust positively influences the behavioral intention to use GO-JEK.
The Effect Perceived of Risk on behavioral intention to use GO-JEK
The negative causality can emphasize the user's actions leading to an established
concept in consumer behavior, such as perceived risk. Meanwhile, the perceived risk is a
natural conception of being unreliable regarding the possibility of negative use of services
or products (Bauer R.A, in Nguyen, 2017). Research conducted by Nguyen (2017), which
examined the role of perceived risk, and trust on e-payment adoption identified that the
higher the risk of a product, the lower is the behavioral intention to use on the product.
Other factors that play a role in adopting a technology are risks (Pavlou, 2003).
Another potential risk is technology risk (Ackermann et al. 2011). Electronic wallets
include technology that has not been widely used even though users have enough
knowledge for various types of electronic payment methods. According to Lui and
Jamieson (2003), it is a tendency that the level of risk affects the intensity of online
transactions, considering that the large level of risk tends to cause the greater the
probability of consumers to experience losses due to transactions. As a result, any low
perceived of risk leads to higher intentions of online consumer transactions.
H4: Perceived of risk negatively influences the behavioral intention to use GO-JEK
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The Effect Behavioral Intention to Use towards Actual Usage on GO-JEK

Individuals will be satisfied by using the system if they believe that the system is easy
to use and can increase productivity, reflected in the real conditions of use (Tangke, 2004).
The actual form of usage measurement (actual system usage) indicates the frequency and
duration of usage time for ICT. The actual use of technology is measured by the amount of
time used to interact with technology and the frequency of the technology usage.
Research conducted by Muntianah (2012) indicated that the influence of behavioral
interest to use against real conditions of use was significant. In addition, if sufficient
attention is devoted to the estimated value in regression weight, the influence of interest in
behavior has a significantly positive effect on actual use. This result indicates that the
desire or interest in behavior in using technology can cause or encourage respondents to
conduct a behavior.
H5: Perceived Behavioral Intention positively influences the behavioral to use GO-JEK.

C. RESEARCH METHODS

Type of Research
This type of research is considered as an explanative research applying a quantitative
approach. According to Sugiyono in Illah(2010), a quantitative approach is a research
method to examine a particular sample of population to test the established hypotheses n
(Sugiyono, 2013).
Research according to the level of explanation is intended to explain the position of the
studied variables and the relationship between one variable with another variable. This
study aims to test hypotheses and to explain phenomena in the form of relationships among
constructs, including: perceived of usefulness, ease of use, trust, and risk towards
behavioral intention to use GO-JEK. In addition, the results of this study explain the causal
relationship among variables through hypothesis testing.
Sample Determination Techniques
Sugiyono (2010: 80) defines a population as a generalization area consisting of objects
/ subjects having certain qualities and characteristics to be studied and withdrawn
conclusions. The population of this study involves all active accounting students of the
Faculty of Economics and Business from Brawijaya University in the academic year of
2015-2016. This population was chosen because students of the 2015-2016 Faculty of
economics and business, Brawijaya University are considered to have the same character
(homogeneous). Also, it is considered as an efficiency of the limited time, cost and energy
that researchers have.
The sample is selected by using stratified sampling technique, that is sampling method
by population which is arranged based on strata or a certain group and is selected from
each strata or group. This technique is selected to obtain a sample to represent every class
in Accounting Department Faculty of Economics and Business with academic year of
2015-2016 who are still active.Determinations of this sample is conducted by proportional
stratified random sampling, which is as follows:
 Accounting students in Faculty of Economics and Business, at Brawijaya
University, either on the regular program or international programs in 2015, which
is: × 236 = 112, 92 rounded to 113 students
 Accounting students in Faculty of Economics and Business, at Brawijaya
University, either on the regular program or international programs in 2015, which
 10

is: × 236 = 123, 07 rounded to 123 students

Data Collection Methods and Data Sources
Data collection techniques carried out by the writer are conducted by utilizing a
questionnaire survey method, directly given to the respondent and through the Google
Forms link as provided by the researcher. According to Umar (2011: 49), a questionnaire
covers a collection of data by delivering or distributing a list of questions/ statements to the
respondents in the hope of giving a response to the questionnaire.
Question items as listed in the questionnaire for this research are mostly based on the
research questions ofDavis in Jogiyanto (2008: 152), Kim et al, in Sukma, Abdurrahman
Adi (2012), Suresh AM and Shashikala R. (2011), Duy (2017) and Eriksson (2005), which
are in English. The researchers conducted several steps in the adoption of the questions.
Definition, Indicators and Measurement Variables
This study utilizes a reflective construct because the indicator is a form or reflection
of a construct. There are 6 constructs in this study, including:
1. Perceived of Usefulness
2. Perceived Ease of Use
3. Perceived of Trust
4. Perceived of Risk
5. Behavioral Intention to Use
6. Actual Usage
Each construct in this study will be measured by using a Likert scale to measure
attitudes, opinions, and perceptions of a person or group of people about social phenomena
(Sugiyono, 2007)
Construct Classification
Exogenous Construct
The exogenous variable according to Santoso (2014) is an independent variable that
affects the dependent variable. In the SEM model (structure equation modeling),
exogenous variables are indicated by the presence of arrows originating from these
variables towards endogenous variables and not influenced by other variables. Exogenous
variables in this study are, perceived of usefulness, perceived ease of use, perceived of trust
and perceived of risk.
Endogenous Construct
The endogenous variable according to Santoso (2014) is the dependent variable
influenced by the independent variable (exogenous). In the SEM model (structural equation
modeling), the exogenous variable is indicated by the presence of arrows towards the
variable, which are influential and influenced by other variables. The endogenous variable
in this study is behavioral intention to use and actual usage.
Data Analysis Methods
Partial Least Square (PLS) is a Structural Equation Modeling (SEM) technique that to
analyze latent variables, indicator variables, and measurement errors directly.Form of the
structural equation in this research is described as follows:
Y1 = β1X1 + β2X2 + β3X3 + β4X4 + β5X5 + β6X6 + β7X7 + e
Z1 = β1Y1 + e
Where:
X1 = Perceived of Usefulness
X2 = Perceived Ease of Use
X3 = Perceived of Trust
X4 = Perceived of Risk
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Y1 = Behavioral Intention to Use

Z1 = Actual Usage
Β = Coefficient
e = Error
Validity Test
Convergent Validity
Hair et al., (2006) in Jogiyanto and Willy (2009: 60) suggested that the rule of thumb
which is usually used to make an initial check of the factor matrix is about (±) 30
considered to have met the minimum level, for loading about (±) 40 is considered better,
and for loading about (±) 50 is considered to be practically significant. Thus, the higher the
loading factor value, the role of loading becomes more important in interpreting the factor
matrix. The rule of thumb for convergent validity is outer with loading of > 0.7,
communality of > 0.5 and average variance extracted (AVE) of > 0.5 (Chin, 1995 in
Jogiyanto and Willy 2009).
Discriminant Validity
Discriminant validity test is assessed based on cross loading measurements with the
constructs. Another method used to assess discriminant validity is to compare the AVE
roots for each construct with the correlation among the constructs in the model. The model
has a sufficient discriminant validity if the AVE root for each construct is greater than the
correlation among the constructs in the model (Chin in Jogiyanto and Willy, 2009: 61).
Reliability Test
Cronbach’s alpha measures the lower limit of the reliability value of a construct, while
composite reliability measures the true value of reliability of a construct (Chin and Gopal
in Jogiyanto and Willy, 2009: 62). For a rule of thumb, Cronbach’s alpha value or
composite reliability must be greater than 0.7 even though the value of 0.6 is still
acceptable (Hair et al. in Jogiyanto and Willy, 2009: 62).
Structural Model
Path Coefficient
The score of the path coefficient or inner model presented by the t-statistic value, must
be above 1.96 for the two-tailed hypothesis and must be above 1.64 for the one-tailed
hypothesis to test the hypothesis on alpha 5 % and 80 % (Hair et al. in Jogiyanto and Willy,
2009: 63). The structural model in PLS is evaluated by using R 2 for the dependent variable
and the coefficient value on the path for the independent variable.
Indirect Effect
Indirect results (indirect effect) are from X to Z through Y, or more simply can be seen
as follows:
X Y Z: (ρyx), (ρzy)
Explanation of the formula above shows that direct results are obtained from the results of
beta value path analysis, while indirect results are obtained by multiplying the rho
coefficient (beta value) that passes through the intermediate variable (link) with the direct
variable (Hair et al. In Jogiyanto and Willy, 2009: 64).
Hypothesis Testing
Hypothesis testing is conducted by looking at the value of t-statistics that applies a
significance level of 95% (α = 0.05). A t-table value with a 95% significance level is 1.96.
The limits to reject and accept the proposed hypothesis refers to the value of 1.96, in which
if the t-table value is in the range of -1.96 and 1.96, then the hypothesis will be rejected or
the null hypothesis is accepted (H0).
 12

D. FINDING AND DISCUSSION

Sample Overview
The researcher distributed questionnaires in an online questionnaire form provided by
Google. An online questionnaire form called as Google Forms were then distributed online
via a link that directly went to the online questionnaire form site created by the researcher.
In the period of data collection for approximately two weeks, the online questionnaire form
was distributed through Google Forms filled by as many as 240 respondents, with the
respond rate of 41.3% from the total sample in this study amounting to 581 people.
Characteristic of Respondent
The general description of the respondents involved as the data of this study will be
explained in the form of tables and figures, providing a thorough explanation based on
certain compositions based on age, semester, gender, length of use and frequency of use of
GO-JEK applications.Thereseracher concludes that the age range mostly filling out the
research questionnaire is student aged 21 to 23 years old, students at 7 thsemester study and
used services from the GO-JEK application for 3 to 4 years are those filling out the most
questionnaires in this study.
Partial Least Square Analysis
Evaluation Results of Measurement Model (Outer Model)
Test Results for Convergent Validity
The parameters used in testing convergent validity are based on two parameters,
namely yhe average variance extracted (AVE) value of more than 0.50 (> 0.50) and The
factor loadingvalue of more than 0.55 (0.55) (Dante, 2006).The following Table 4.8
presents the AVE results
Table 4.1
Test Result for Average Variance Extracted (AVE)
Variables Average Variance Extracted (AVE)
PU 0.592
PEOU 0.982
RIS 0.913
TRS 0.964
IOU 0.569
AU 0.565
Source: Primary Data (Processed by Researcher)

Test Results for Discriminant Validity

The discriminant validity parameter is assessed based on the root value of Average
Variance Extracted (AVE), which is greater than the latent variable correlation, and the
outer loading value that is greater than the cross loadings value in the similar variable. The
results of testing discriminant validity are enclosed in Table 4.10 and Table 4.11.
Based on Table 4.10, Table 4.11 and Table 4.12, the researcher concludes that
discriminant validity has been fulfilled because the AVE root value is greater than the
latent variable correlation (Hartono and Abdillah, 2015) and the outer loading value is
greater than the cross loadings value in the similar variable (Chin, 1998).
 13

Table 4.2
Test Result for AVE and Square Root of AVE
Variables AVE Square Root of AVE
PU 0.592 0.769
PEOU 0.982 0.991
RIS 0.913 0.956
TRS 0.964 0.982
IOU 0.569 0.754
AU 0.565 0.752
Source: Primary Data (Processed by Researcher)

Table 4.3
Test Result of Correlation Value of Research Latent Variables
PU PEOU RIS TRS IOU AU
PU 1.000 0.574 0.495 0.267 0.333 0.306
PEOU 0.574 1.000 0.490 0.591 0.173 0.338
RIS 0.495 0.490 1.000 0.432 0.520 0.280
TRS 0.267 0.591 0.432 1.000 0.406 0.139
IOU 0.333 0.173 0.520 0.406 1.000 0.114
AU 0.306 0.338 0.280 0.139 0.114 1.000
Source: Primary Data (Processed by Researcher)

Reliability Test Results

The following results are presented in Cronbach's alpha and in composite reliability
values (in Table 4.13).
Table 4.4
Test Result of Cronbach’s Alpha and Composite Reliability
Composite Reliability Cronbach’s Alpha
PU 0.908 0.878
PEOU 0.997 0.997
RIS 0.993 0.991
TRS 0.981 0.975
IOU 0.839 0.741
AU 0.796 0.615
Source: Primary Data (Processed by the researcher)

Based on table 4.13, the results reveal that the overall construct has a Cronbach’s alpha
value of more than 0.6 and composite reliability of more than 0.7 (Hartono and Abdillah,
2015).
Evaluation of Structural Models (Inner Model)
The structural model is evaluated by using the R2 value for the dependent variable, the
T test, and the significance of the coefficient of structural path parameters. The higher the
R2 value, the prediction model will be better.
Table 4.5
Test Result of R-Squared
Construct R Squared
IOU 0.330
AU 0.494
Source: Primary Data (Processed by the researcher)
 14

This research utilizes endogenous intervening constructs such as: Behavioral Intention
to Use (IOU) which is influenced by Perceived of Usefulness (PU), Perceived Ease of Use
(PEOU), Perceived of Trust (TRS), and Perceived of Risk (RIS), and constructs
endogenous bound of Actual Usage (AU) which is influenced by the intervening construct
of Behavioral Intention to Use (IOU).
Hypothesis Testing
Based on Table 4.15, the researcher concludes that all hypotheses have been supported
because the T value is more than 1.64 (> 1.64). The following is a detailed discussion of
the hypothesis in this study:
Table 4.6
Test Result of Path Coefficient
Hypothesis Construct Original T Statistic Description
Notation Sample
H1 PU IOU 0.333 4.693 Supported
H2 PEOU IOU 0.513 9.687 Supported
H3 TRS IOU -0,232 3.922 Supported
H4 RIS IOU 0.200 3.155 Supported
H5 IOU AU 0.574 14.521 Supported

Discussion and Results

Perceived of Usefulness on Behavioral Intention to Use
Hypothesis 1 in this research states that perceived usefulness has a positive influence
on behavioral intention to use GO-JEK. The test result presents that the value of its T-
Statistics is 4.693, which is greater than the value of T-table (1.64).Thus, hypothesis 1 is
supported. This result also indicates a higher individual belief that the use of GO-JEK can
improve the quality, performance, productivity, work effectiveness of users, hence
behavioral intention of customers to use it becomes more positive.This result is consistent
with previous researches conducted by Priyono (2017), Winayu (2013), Aditya et al.
(2016), Sayekti et al. (2016), and Muntianah et al. (2012).
The greater the user thinks that GO-JEK can be useful, the greater the intention to use
it. Specifically, this indicates that GO-JEK can improve the quality, performance,
productivity, work effectiveness of users. In addition, using GO-JEK provides a means of
time-saving transaction. Moreover, the usefulness of GO-JEK is perceived to facilitate
work, to provide benefits, and to shorten the time in the user's work. Thus, perceived
usefulness becomes one of the determinants of behavioral intention to use GO-JEK.
Perceived Ease of Use on Behavioral Intention to Use
Hypothesis 2 in this research states that perceived ease of use has a positive
influenceon behavioral intention to use GO-JEK.The test result shows that the value of its
T-Statistics is 9.687 which is greater than the value of T-table (1.64). Based on the result,
the researcher concludes that perceived ease of use has a positive and significant effect on
the behavioral intention to use GO-JEK. Thus, hypothesis 2 is supported. This result is
consistent with the previous studies conducted by Winayu (2013), Aditya et al. (2016), and
Sayekti et al. (2016).
In general, the results of the previous studies and several comparative studies indicate
that perceived ease of use has an influence on Behavioral Intention to Use on the use of
GO-JEK. This result illustrates that the application of GO-JEK is easy and understandable,
which facilitates daily activities. Moreover, it is easy to learn, which adapts features in GO-
JEK. Thus, the users feel skilled and have no difficulties in using GO-JEK. Based on the
aforementioned explanations, the researcher concludes that perceived ease of use becomes
 15

one of the determinants of the behavioral intention to use GO-JEK.

Perceived of Trust on Behavioral Intention to Use
Hypothesis 4 in this research states that perceived of trust has a positive influence on
behavioral intention to use GO-JEK. The test result shows that the value of its T-Statistics
is 3.922, which is greater than the value of T-table (1.64). Thus, hypothesis 4 is suppoerted.
This result is consistent with several previous studies conducted by Priyono (2017),
Winayu (2013), Mardatilla et al. (2017), and Taslim (2015).
In conclusion, the greater user had a trust in using GO-JEK, the greater the behavior
intention to use it, indicating that the user of the service at GO-JEK believes in the
satisfaction guarantee provided by GO-JEK and believes that t services at GO-JEK are in
line with expectations. In addition, the users feel that GO-JEK has the attention to provide
the best service for its customers and always prioritizes candor in applying GO-JEK.
Consequently, the users believe that GO-JEK will fulfill its promise. Thus, perceived of
trust becomes one of the determinants of behavioral intention to use GO-JEK.
Perceived of Risk on Behavioral Intention to Use
Hypothesis 4 in this research states that perceived of risk has a negative influence on
behavioral intention in using GO-JEK. The results of the T-statistic test show a value of
3.155, which is greater than the value of the T-table (1.64). Thus, hypothesis 4 is not
supported. This result is not consistent with previous studies conducted by Suresh A.M.
and Shashikala R. (2011). Referring to these results, the researcher concludes that the
perceived of trust has a positive and significant effect on the GO-JEK's behavioral
intention to use GOJEK. Nevertheless, this result is consistent with previous studies
conducted by Priyono (2017), Indahwati (2012) and Trisnatio (2017).
On the other hands, this study is in line with previous comparative research stating that
perceived of risk becomes an important thing that affects behavioral intention in using GO-
JEK. In this case, users believe that the use of GO-JEK has appropriate service risks, and
has responsibility for service to consumers in a timely manner. Moreover, services at GO-
JEK are considered harmless for the user in the transaction process and never gives any
fear during and after service, as well as provide a sense of calm and comfort. In conclusion,
perceived of risk becomes one of the determinants to predict user’s behavioral intention in
using GO-JEK.
Behavioral Intention to Use on Actual Usage
Hypothesis 5 in this research states that behavioral intention to use has a positive
influence on the actual usage in using GO-JEK. The results of the T-statistic test show a
value of 14.521, which is greater than the value of the T-table (1.64). Thus, hypothesis 5 is
supported. Referring to these results, the researcher concludes that the perceived of trust
has a positive and significant influence on the behavior intention to use GO-JEK. The
results of the study indicated that the Behavioral Intention to Use (IOU) variable had a
positive effect on Actual Usage (AU), as the result was also consistent with Suhendro
(2009), Hanggono et al (2015) and Muntianah et al. (2012).
This study also indicates that users present intention to use GO-JEK electronic
payments as a means of payment in transactions planning to use GO-JEK electronic
payments as a payment instrument at the time of the transaction. In addition, the user feels
that the development of the features of GO-JEK is easy to follow. Finally, the researcher
concludes that the greater the user has the behavioral intention to use, the greater the actual
usage service on GO-JEK
 16

E. CONCLUSION
Firstly, the finding presents that the effect of perceived usefulness on the behavioral
intention to use GO-JEK is positive and significant. It means that greater accessibility is
given by an online transaction service, which could increase the level of quality,
performance, productivity and work efficiency; therefore, it causes greater users’ level on
behavioral intention to use GOJEK.
Secondly, the result reveals that perceived ease of use has the most positive and
significant effect on the behavioral intention to use GO-JEK. This means that higher ease
of use allows users to understand, to simplify daily activities and to learn how to use,
leading to higher users’ behavioral intention to use GOJEK.Thirdly, perceived of trust has
a positive influence on the behavioral intention to use user of GO-JEK. It means that higher
perceived user trust of the service provides a guarantee of satisfaction and in line with
expectations, leading to higher users’ behavioral intention to use GO-JEK.
Fourthly, the perceived of risk on the behavioral intention to use GO-JEK has a
positive and significant effect. The researcher interpretes that higher acceptance of risks
such as appropriate services, is considered harmless and a feeling of safe to users, causing
higher users’ behavioral intention to use the service.
Lastly, the finding shows that the behavioral intention to use on the actual usage
has a positive and significant effect. Thus, the researcher concludes that higher behavioral
intention to use GO-JEK as the main payment instrument and the development of features
in GO-JEK, leads to higher actual usage of the service.
Research Implication
This research is expected to provide a useful explanation of the motivations
underlying the use of GO-JEK and tostrengthen empirical evidence from previous studies
on the topic. This study also reveals the factors influencing the behavioral intention to use
GO-JEK including usefulness, ease of use, trust and risk.
The results of this research are also expected to provide input for GO-JEK to develop
an application by paying attention to the factors affecting customer behavior intentions in
using e-payment. This study explains that people feel that GO-JEK is useful, easy, trusted
and it has risk guarantees; thus, GO-JEK is expected to innovate and add new features to
their applications to attract more customers. GO-JEK is also advised to develop an e-
payment method while maintaining customer security and privacy to sustain its useful and
satisfying service.
Customers who are satisfied with the GO-JEK will be loyal and tend to influence
people in their community to use GO-JEK e-payments. The ease of using e-payment
applications can be more valuable than other companies providing similar e-payment
services. Providing the necessary knowledge and resources such as support services
websites, online tutorials, demos and personnel drivers to offer assistance to a customer
which is also important to increase customer intention to use the GO-JEK e-payment
service.
Research Limitations
The researcher finds out that this research had limitations, where the sampling in this
study is limited to users of the GO-JEK e-payment service for accounting students in the
academic year of 2015-2016 from the faculty of economics and business at Brawijaya
University and has not been taken into account from various aspects such as broad age
level, educational background, and diverse occupations as respondents.
 17

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