Understanding the Customers' Acceptance of Pick-up Apps Over the COVID-19 Pandemic Period, Stay-at-Home Orders: An Integrated Model of UTAUT

Atleiya Julianita, Viany Utami Tjhin

Abstract


Current technological developments allow online sellers to request pick-ups via mobile apps. During the COVID-19 outbreak and with the stay-at-home orders, a survey in Indonesia showed that online transactions are increased, which led to the rise of pick-up and delivery activities. However, the pick-up order cancellation possibly happens, bad reviews appear, and apps abandonment can not be avoided. The purpose of this study is to examine user acceptance of the pick-up apps and observe its correlation with the COVID-19 stay-at-home orders using the Unified Theory of Acceptance and Usage of Technology (UTAUT) model with subjective norm to stay at home from the Theory of Planned Behavior (TPB) model as an additional variable. The sample was obtained from 205 users of one of the pick-up apps in Indonesia through a structured questionnaire based on a five-point Likert scale. The results showed that the stay-at-home order due to the impact of the COVID-19 pandemic affects customers’ intention to use pick-up apps and performance expectancy and social influence. Then, the non-linear UTAUT variables influence each other, which is the effect of effort expectancy and social influence on performance expectancy. Finally, the main factor influencing the use behavior of pick-up apps is behavioral intention. This study can contribute to IS research on technology acceptance and provides an overview of customer behavior using the pick-up apps from a pick-up service provider viewpoint.

Full Text:

PDF

References


Adam, M., Kee, D. M. H., Junaina, I., Fadhilah, N., Uwais, N., Al Rashidi, F., Al Shammari, H., Quttainah, M. A., Srivastava, A., & Pandey, R. (2020). The Influence of Customer Satisfaction on Grab Services in Malaysia. International Journal of Tourism and Hospitality in Asia Pacific, 3(2), 26-37. https://doi.org/10.32535/ijthap.v3i2.820

Agu, MN, Ci, N., & Bo, O. (2015). Enhancing Courier Service with the Development of an Interactive Mobile App in Android Platform. IOSR Journal of Mobile Computing & Application, 2(2), 2394–42. https://doi.org/10.9790/0050-0225661

Almaiah, M. A., Al-Khasawneh, A., Althunibat, A., & Khawatreh, S. (2020). Mobile Government Adoption Model Based on Combining GAM and UTAUT to Explain Factors According to Adoption of Mobile Government Services. International Journal of Interactive Mobile Technologies, 14(3), 199–225. https://doi.org/10.3991/ijim.v14i03.11264

Alrawashdeh, T. A., & Al-Mahadeen, B. M. (2013). Extended UTAUT to Examine the Acceptance of Web Based Training System by Public Sector. International Journal of Interactive Mobile Technologies (IJIM), 7(1), 4. https://doi.org/10.3991/ijim.v7i1.2044

Andriani, H. (2020). Effectiveness of Large-Scale Social Restrictions (PSBB) toward the New Normal Era during COVID-19 Outbreak: a Mini Policy Review. Journal of Indonesian Health Policy and Administration, 5(2), 61–65. https://doi.org/10.7454/ihpa.v5i2.4001

Assegaf, F. (2020). Indonesia fortunate to choose social distancing over lockdown Jokowi. Antara News. https://en.antaranews.com/news/147975/indonesia-fortunate-to-choose-social-distancing-over-lockdown-jokowi

Berthiaume, D. (2020). Survey COVID-19 will permanently shift online shopping habits. Chain Store Age. https://chainstoreage.com/survey-covid-19-will-permanently-shift-online-shopping-habits

Bervell, B., & Umar, I. N. (2017). Validation of the UTAUT model: Re-considering non-linear relationships of exogenous variables in higher education technology acceptance research. Eurasia Journal of Mathematics, Science and Technology Education, 13(10), 6471–6490. https://doi.org/10.12973/ejmste/78076

Callow, M. A., Callow, D. D., & Smith, C. (2020). Older Adults’ Intention to Socially Isolate Once COVID-19 Stay-at-Home Orders Are Replaced With “Safer-at-Home†Public Health Advisories: A Survey of Respondents in Maryland. Journal of Applied Gerontology, 39(11), 1175–1183. https://doi.org/10.1177/0733464820944704

Camba, A. C., & Camba, A. L. (2020). The Effects of Restrictions in Economic Activity on the Spread of COVID-19 in the Philippines: Insights from Apple and Google Mobility Indicators. Journal of Asian Finance, Economics and Business, 7(12), 115–121. https://doi.org/10.13106/JAFEB.2020.VOL7.NO12.115

Cokins, G., Oncioiu, I., Türkes, M. C., Topor, D. I., Capusneanu, S., Pastiu, C. A., Deliu, D., & Solovastru, A. N. (2020). Intention to use accounting platforms in Romania: A quantitative study on sustainability and social influence. Sustainability (Switzerland), 12(15). https://doi.org/10.3390/su12156127

Enrico, B. (2020). DKI Jakarta Returns Back to Transition Large-Scale Social Distancing Indonesia ICLG. Iclg.Com. https://iclg.com/briefing/14796-dki-jakarta-returns-back-to-transition-large-scale-social-distancing

Gay, L. R., Mills, G. E., & Airasian, P. W. (2012). Educational Research, Competencies for Analysis and Applications (10th ed.). Pearson.

Gorbiano, M. I. (2020). Breaking: Jokowi announces Indonesia’s first two confirmed COVID-19 cases. The Jakarta Post (Online). https://www.thejakartapost.com/news/2020/03/02/breaking-jokowi-announces-indonesias-first-two-confirmed-covid-19-cases.html

Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2016). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.).

Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203

Hohtoulas, P., Phan, A. T., Mheen, P. van de, Kwan, E., & Kwan, E. (2020). Consumer Insights Survey 2020 - An Indonesian Perspective: Before and After the COVID-19 Outbreak. 2. https://www.pwc.com/id/en/consumer-industrial-products-services/indonesia-gcis-2020-placemat.pdf

Inukollu, V. N., Keshamon, D. D., Kang, T., & Inukollu, M. (2014). Factors Influencing Quality of Mobile Apps: Role of Mobile App Development Life Cycle. International Journal of Software Engineering & Applications, 5(5), 15–34. https://doi.org/10.5121/ijsea.2014.5502

Jacobsen, G. D., & Jacobsen, K. H. (2020). Statewide COVID-19 Stay-at-Home Orders and Population Mobility in the United States. World Medical and Health Policy, 1–10. https://doi.org/10.1002/wmh3.350

Jaradat, M.-I. R., & Banikhaled, M. (2013). Undergraduate Studentsâ?? Adoption of Website-service Quality by Applying the Unified Theory of Acceptance and Use of Technology (UTAUT) in Jordan. International Journal of Interactive Mobile Technologies (IJIM), 7(3), 22. https://doi.org/10.3991/ijim.v7i3.2482

Khechine, H., & Augier, M. (2019). Adoption of a Social Learning Platform in Higher Education: An Extended UTAUT Model Implementation. Proceedings of the 52nd Hawaii International Conference on System Sciences, 53–62. https://doi.org/10.24251/hicss.2019.008

Lai, P. (2017). the Literature Review of Technology Adoption Models and Theories for the Novelty Technology. Journal of Information Systems and Technology Management, 14(1), 21–38. https://doi.org/10.4301/s1807-17752017000100002

Le, H. B. H., Ngo, C. T., Trinh, T. T. H., & Nguyen, T. T. P. (2020). Factor affecting customers’ decision to use mobile banking service: A case of thanh hoa province, Vietnam. Journal of Asian Finance, Economics and Business, 7(2), 205–212. https://doi.org/10.13106/jafeb.2020.vol7.no2.205

Malik, A., Suresh, S., & Sharma, S. (2017). Factors influencing consumers’ attitude towards adoption and continuous use of mobile applications: A conceptual model. Procedia Computer Science, 122, 106–113. https://doi.org/10.1016/j.procs.2017.11.348

Mohd, A., Rashid, R. A., Abdul Hamid, A. H. F., Sarijari, M. A., Rahim, M. R. B. A., Sayuti, H., & Abdul Rashid, M. R. (2019). Development of android-based apps for courier service management. Indonesian Journal of Electrical Engineering and Computer Science, 15(2), 1027–1036. https://doi.org/10.11591/ijeecs.v15.i2.pp1027-1036

Musyaffi, A. M., Agustin, D., Sari, P., & Respati, D. K. (2021). Understanding of Digital Payment Usage During COVID-19 Pandemic : A Study of UTAUT Extension Model in Indonesia. Journal of Asian Finance, Economics and Business, 8(6), 475–482. https://doi.org/10.13106/jafeb.2021.vol8.no6.0475

Oxford Business Group. (2020). E-commerce provides economic boost for Indonesia as shoppers migrate online during the Covid-19 pandemic | Indonesia 2020 | Oxford Business Group. https://oxfordbusinessgroup.com/news/e-commerce-provides-economic-boost-indonesia-shoppers-migrate-online-during-covid-19-pandemic

Park, M., & Lee, J. (2021). Investigation of College Students ’ Intention to Accept Online Education Services : An Application of the UTAUT Model in Korea. Journal of Asian Finance, Economics and Business, 8(6), 327–336. https://doi.org/10.13106/jafeb.2021.vol8.no6.0327

Singh, S., Kumar, R., Panchal, R., & Tiwari, M. K. (2020). Impact of COVID-19 on logistics systems and disruptions in food supply chain. International Journal of Production Research, 0(0), 1–16. https://doi.org/10.1080/00207543.2020.1792000

Smith, P. H., & Branscum, P. W. (2020). Feasibility, Utility, and Limitations of a Rapid Community Behavioral Diagnosis for Social Distancing During the 2020 Coronavirus Pandemic. American Journal of Health Promotion. https://doi.org/10.1177/0890117120932460

Stošić-Mihajlović, L., & Trajković, S. (2020). The importance of logistics and supply chains for pandemia conditions. Journal of Process Management. New Technologies, 8(2), 53–59. https://doi.org/10.5937/jouproman8-26138

Tarhini, A., El-Masri, M., Ali, M., & Serrano, A. (2016). Extending the UTAUT model to understand the customers’ acceptance and use of internet banking in Lebanon a structural equation modeling approach. Information Technology and People, 29(4), 830–849. https://doi.org/10.1108/ITP-02-2014-0034

Tiongson, J. (2015). App insights: How consumers use apps - Think with Google. Think with Google. https://www.thinkwithgoogle.com/marketing-strategies/app-and-mobile/mobile-app-marketing-insights/

Tommasetti, A., Singer, P., Troisi, O., & Maione, G. (2018). Extended Theory of Planned Behavior (ETPB): Investigating customers’ perception of restaurants’ sustainability by testing a structural equation model. Sustainability (Switzerland), 10(7), 1–21. https://doi.org/10.3390/su10072580

Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly: Management Information Systems, 27(3), 425–478. https://doi.org/10.2307/30036540

Venkatesh, V., Thong, J. Y. L., & Xu, X. (2016). Unified theory of acceptance and use of technology: A synthesis and the road ahead. Journal of the Association for Information Systems, 17(5), 328–376. https://doi.org/10.17705/1jais.00428

Wang, G., Zhang, H., & Zhang, J. (2019). On-Demand Ride-Matching in a Spatial Model with Abandonment and Cancellation. SSRN Electronic Journal, 1–40. https://doi.org/10.2139/ssrn.3414716

Wang, Xiaolei, Liu, W., Yang, H., Wang, D., & Ye, J. (2018). Customer behavioural modelling of order cancellation in coupled ride-sourcing and taxi markets. Transportation Research Procedia, 38, 853–873. https://doi.org/10.1016/j.trpro.2019.05.044

Wang, Xin, & Huang, G. Q. (2021). When and how to share first-mile parcel collection service. European Journal of Operational Research, 288(1), 153–169. https://doi.org/10.1016/j.ejor.2020.05.049

WHO. (2020). Advice for the public. World Health Organization. https://www.who.int/emergencies/diseases/novel-coronavirus-2019/advice-for-public




DOI: http://dx.doi.org/10.12928/jehcp.v10i4.22360

Refbacks

  • There are currently no refbacks.


JOURNAL OF EDUCATIONAL, HEALTH, COMMUNITY PSYCHOLOGY
Program Pascasarjana Magister Psikologi
Universitas Ahmad Dahlan Yogyakarta
Penerbit UAD Press

ISSN Printed 2088-3129 ISSN Online 2460 8467
EMAIL: jehcp@psy.uad.ac.id
 

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

View My Stats