Analysis of acceptance and use of the NCX application using the UTAUT2 modification model at Telkom Indonesia

https://doi.org/10.35912/jomabs.v2i2.2668
Published: Jan 13, 2025

Abstract:

Purpose: The purpose of this study is to gain an understanding of user assessments of the variables that influence the use of the NCX application and to test the influence of these factors on behavioral intention and use behavior. This study analyzed the acceptance and use of the NCX application in the Telkom CFU Enterprise environment using the modified UTAUT2 model. The CFU Enterprise is the customer segment that is the focus of this study, with ICT services and platforms that include connectivity, IT and cloud services, digital services, and others. In carrying out its functions, the CFU Enterprise is supported by NCX, which is a customer relationship management application.

Method: This application can be used to manage the customer data. This study uses the modified UTAUT2 model, which is a development of the UTAUT2 model that adds compatibility and personal innovativeness constructs.

Results: This study is expected to provide useful insights to increase the adoption and use of the NCX application in the Telkom CFU Enterprise environment.

Keywords:
1. Performance Expectancy
2. Effort expectancy
3. social influence
4. facilitating conditions
5. UTAUT2
Authors:
1 . Fikrian Hadi
Telkom University, Indonesia
2 . Siska Noviaristanti
Telkom University, Indonesia
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How to Cite
Hadi, F., & Noviaristanti, S. (2025). Analysis of acceptance and use of the NCX application using the UTAUT2 modification model at Telkom Indonesia. Journal of Multidisciplinary Academic Business Studies, 2(2), 307–328. https://doi.org/10.35912/jomabs.v2i2.2668
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Issue & Section
Vol. 2 No. 2 (2025): February
Articles
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  2. Afriyani, N., Indrayani, I., Indrawan, M. G., Wibisono, C., & Ngaliman, N. (2023). The influence of training, discipline, and innovation on the performance of members of the Regional National Crafts Council (Dekranasda) in Tanjungpinang City: A quantitative study. Journal of Multidisciplinary Academic Business Studies, 1(1), 53-70.
  3. Akabom, I. A., & Ejabu, F. E. (2018). Effects of thin capitalization and international law on performance of multinational companies in Nigeria. Journal of Accounting and Financial Management ISSN, 4(2), 2018.
  4. Blut, M., Chong, A. Y. L., Tsiga, Z., & Venkatesh, V. (2022). Meta-analysis of the unified theory of acceptance and use of technology (UTAUT): challenging its validity and charting a research agenda in the red ocean.
  5. Farooq, M. S., Salam, M., Jaafar, N., Fayolle, A., Ayupp, K., Radovic-Markovic, M., & Sajid, A. (2017). Acceptance and use of lecture capture system (LCS) in executive business studies: Extending UTAUT2. Interactive Technology and Smart Education, 14(4), 329-348.
  6. George, A. A. (2021). Social and cultural influences and their implications for sustainable tourism: A case study of Trinidad & Tobago's tourism and the growth of the LGBTQ traveler segment. Journal of Sustainable Tourism and Entrepreneurship, 2(3), 147-157.
  7. Ghozali, I. (2014). Structural Equation Modeling Metode Alternatif dengan Partial Least Squares (PLS).
  8. Indrawati, P. D. (2015). Metode penelitian manajemen dan bisnis konvergensi teknologi komunikasi dan informasi. Bandung: PT Refika Aditama.
  9. Indrawati, P. D., Wai, C. K., Ariyanti, M., Mansur, D. M., Marhaeni, G. A. M. M., Tohir, L. M., . . . Yuliansyah, S. (2017). Perilaku konsumen individu dalam mengadopsi layanan berbasis teknologi informasi dan komunikasi. First print. Bandung. PT Refika Aditama.
  10. Liviani, R., & Rachman, Y. T. (2021). The influence of leverage, sales growth, and dividend policy on company value. International Journal of Financial, Accounting, and Management, 3(2), 165-178.
  11. Putri, S., & Utama, A. A. (2024). Reliability improvement process case study: PT HMS Tbk. Journal of Multidisciplinary Academic Business Studies, 1(4), 427-446.
  12. Sadeghi, S., & Barzegari, J. (2020). Accounting in the fourth industrial revolution: Exploration of digital currency exchanges using AHP method. Annals of Management and Organization Research, 2(1), 25-40.
  13. Sugiyono, S. (2017). Metode penelitian bisnis: pendekatan kuantitatif, kualitatif, kombinasi, dan R&D. Bandung: CV. Alfabeta.
  14. Sujarweni, V. W. (2015). Metodologi penelitian bisnis & ekonomi: Yogyakarta: Pustaka baru press.
  15. Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186-204.
  16. Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS quarterly, 425-478.
  17. Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS quarterly, 157-178.
  18. Venkatesh, V., Thong, J. Y., & 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.
  19. Zahedi, M. R., & Piri, M. (2023). Evaluation chain management model with emphasis on intellectual capital using blockchain technology. Annals of Management and Organization Research, 4(4), 281-295.