UTAUT model: Intent to use Mangusada app with technophobia as moderator

https://doi.org/10.35912/amor.v7i2.2660
Published: Nov 3, 2025

Abstract:

Purpose: This study employs the Unified Theory of Acceptance and Use of Technology (UTAUT) model to examine the utilization of the Mangusada Mobile Application within the context of technophobia. It aims to analyze how performance expectancy, effort expectancy, facilitating conditions, habit, and trust influence behavioral intention and use behavior of the application.

Methodology: The study involved 145 users of the Mangusada Mobile Application. Data were analyzed using the P artial Least Squares Structural Equation Modeling (PLS-SEM) technique with SmartPLS version 4.0.

Results: Findings reveal that performance expectancy, effort expectancy, facilitating conditions, habit, and trust significantly and positively affect behavioral intention and use behavior. However, technophobia does not significantly moderate the relationships between performance expectancy, effort expectancy, and facilitating conditions with behavioral intention.

Conclusion: The results indicate that users’ behavioral intention and usage of Mangusada Mobile are primarily driven by perceived performance, ease of use, available support, habitual engagement, and trust. Fear of technology does not appear to be a major deterrent.

Limitations: The study is limited by its relatively small sample size, single research location, and the exclusive use of technophobia as a moderating variable. Future research should incorporate larger and more diverse samples and consider additional moderating factors such as digital literacy and perceived risk.

Contribution: This study contributes to the UTAUT literature by integrating technophobia as a moderating factor and providing insights into technology acceptance in healthcare mobile applications.

Keywords:
1. Challenges
2. Climate Change
3. Greenhouse
4. Low-carbon
5. Opportunities
Authors:
1 . I Gusti Ayu Novitasari
Bali Dwipa University, Denpasar, Indonesia
2 . Ni Luh Ulansari Manikan Widayani
Policy Analyst at Mangusada Regional Hospital, Badung, Bali, Indonesia
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How to Cite
Novitasari, I. G. A. ., & Widayani, N. L. U. M. . (2025). UTAUT model: Intent to use Mangusada app with technophobia as moderator. Annals of Management and Organization Research, 7(2), 185–203. https://doi.org/10.35912/amor.v7i2.2660
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Issue & Section
Vol. 7 No. 2 (2025): November
Articles
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References

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    Akinnuwesi, B. A., Uzoka, F.-M. E., Fashoto, S. G., Mbunge, E., Odumabo, A., Amusa, O. O., . . . Owolabi, O. (2022). A modified UTAUT model for the acceptance and use of digital technology for tackling COVID-19. Sustainable Operations and Computers, 3, 118-135. doi:https://doi.org/10.1016/j.susoc.2021.12.001

    Al-Mamary, Y. H. S. (2022). Understanding the use of learning management systems by undergraduate university students using the UTAUT model: Credible evidence from Saudi Arabia. International Journal of Information Management Data Insights, 2(2), 100092. doi:https://doi.org/10.1016/j.jjimei.2022.100092

    Alghazi, S. S., Kamsin, A., Almaiah, M. A., Wong, S. Y., & Shuib, L. (2021). For sustainable application of mobile learning: An extended UTAUT model to examine the effect of technical factors on the usage of mobile devices as a learning tool. Sustainability, 13(4), 1856. doi:https://doi.org/10.3390/su13041856

    Andrews, J. E., Ward, H., & Yoon, J. (2021). UTAUT as a model for understanding intention to adopt AI and related technologies among librarians. The Journal of Academic Librarianship, 47(6), 102437. doi:https://doi.org/10.1016/j.acalib.2021.102437

    Anwar, R. N., & Alviayatun, T. (2022). The effect of performance expectancy, effort expectancy, social influence, facilitating conditions on mobile wallet adoption. Fair Value: Jurnal Ilmiah Akuntansi Dan Keuangan, 4(Spesial Issue 5), 2211-2223.

    Ayaz, A., & Yanarta?, M. (2020). An analysis on the unified theory of acceptance and use of technology theory (UTAUT): Acceptance of electronic document management system (EDMS). Computers in Human Behavior Reports, 2, 100032. doi:https://doi.org/10.1016/j.chbr.2020.100032

    Bashir, N. A. A. (2020). Penerapan model UTAUT 2 untuk mengetahui faktor-faktor yang memengaruhi penggunaan SIORTU. Elinvo (Electronics, Informatics, and Vocational Education), 5(1), 42-51. doi:https://doi.org/10.21831/elinvo.v5i1.30636

    Chatterjee, S., Rana, N. P., Khorana, S., Mikalef, P., & Sharma, A. (2023). Assessing organizational users’ intentions and behavior to AI integrated CRM systems: A meta-UTAUT approach. Information Systems Frontiers, 25(4), 1299-1313. doi:https://doi.org/10.1007/s10796-021-10181-1

    Chen, L., Rashidin, M. S., Song, F., Wang, Y., Javed, S., & Wang, J. (2021). Determinants of consumer’s purchase intention on fresh e-commerce platform: Perspective of UTAUT model. Sage Open, 11(2), 21582440211027875. doi:https://doi.org/10.1177/21582440211027875

    Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS 25: Universitas Diponegoro.

    Ha, J.-G., Page, T., & Thorsteinsson, G. (2011). A study on technophobia and mobile device design. International Journal of Contents, 7(2), 17-25. doi:https://doi.org/10.5392/ijoc.2011.7.2.017

    Hair, J. F., Black, W. C., & Babin, B. J. (2010). Multivariate Data Analysis: A Global Perspective: Pearson Education.

    Hiu, J. J. Y. (2020). Pengaruh harapan kinerja, pengaruh sosial, dan keamanan terhadap niat menggunakan kembali sistem pembayaran elektronik. Agora, 8(1).

    Jaelani, S. (2024). Peran Klasifikasi Serangan Sistem Informasi Dalam Memperkuat Keamanan Nasional dan Memerangi Cyberwarfare. Jurnal Intelek Dan Cendikiawan Nusantara, 1(3), 4634-4645.

    JKN. (2023). Jumlah Kunjungan Pasien BPJS Kesehatan Tahun 2014-2021.

    Khan, I. U., Hameed, Z., Khan, S. N., Khan, S. U., & Khan, M. T. (2022). Exploring the effects of culture on acceptance of online banking: A comparative study of Pakistan and Turkey by using the extended UTAUT model. Journal of Internet Commerce, 21(2), 183-216. doi:https://doi.org/10.1080/15332861.2021.1882749

    Kim, J., & Lee, K. S.-S. (2022). Conceptual model to predict Filipino teachers’ adoption of ICT-based instruction in class: using the UTAUT model. Asia Pacific Journal of Education, 42(4), 699-713. doi:https://doi.org/10.1080/02188791.2020.1776213

    Lee, U.-K., & Kim, H. (2022). UTAUT in metaverse: An “Ifland” case. Journal of Theoretical and Applied Electronic Commerce Research, 17(2), 613-635. doi:https://doi.org/10.3390/jtaer17020032

    Mahande, R. D. (2018). UTAUT Model: Suatu Pendekatan Evaluasi Penerimaan E-Learning pada Program Pascasarjana. doi:https://doi.org/10.31227/osf.io/254j7

    Nur, T., & Panggabean, R. R. (2021). Factors influencing the adoption of mobile payment method among generation Z: the extended UTAUT approach. Nur, T. and Panggabean, RR, 14-28. doi:https://doi.org/10.24815/jaroe.v4i1.19644

    Parhamnia, F. (2022). Investigating mobile acceptance in academic library services based on Unified Theory of Acceptance and Use of Technology Model (UTAUT-2). The Journal of Academic Librarianship, 48(5), 102570. doi:https://doi.org/10.1016/j.acalib.2022.102570

    Powell, A. L. (2013). Computer anxiety: Comparison of research from the 1990s and 2000s. Computers in Human Behavior, 29(6), 2337-2381. doi:https://doi.org/10.1016/j.chb.2013.05.012

    Puriwat, W., & Tripopsakul, S. (2021). Explaining social media adoption for a business purpose: an application of the UTAUT model. Sustainability, 13(4), 2082. doi:https://doi.org/10.3390/su13042082

    Rachmawati, I., Latifah, N., & Widayani, A. (2021). Adoption of Mobile Payment Approach Extended the UTAUT 2. RELEVANCE Journal of Management and Business, 4. doi:10.22515/relevance.v4i2.4019

    Rahmani, V., & Kordrostami, E. (2023). Price sensitivity and online shopping behavior during the COVID-19 pandemic. Journal of Consumer Marketing, 40(4), 481-492. doi:https://doi.org/10.1108/JCM-07-2021-4777

    Rahu, K. Y. d., Neolaka, M. N. B. C., & Djaha, A. S. A. (2023). Personnel management information system in order to create up-to-date and integrated personel data and information in the personnel and human resources agency in malaka regency. Journal of Multidisciplinary Academic and Practice Studies, 1(1), 55-70. doi:https://doi.org/10.35912/jomaps.v1i1.1449

    Raza, S. A., Qazi, W., Khan, K. A., & Salam, J. (2021). Social isolation and acceptance of the learning management system (LMS) in the time of COVID-19 pandemic: an expansion of the UTAUT model. Journal of Educational Computing Research, 59(2), 183-208. doi:https://doi.org/10.1177/0735633120960421

    Rejali, S., Aghabayk, K., Esmaeli, S., & Shiwakoti, N. (2023). Comparison of technology acceptance model, theory of planned behavior, and unified theory of acceptance and use of technology to assess a priori acceptance of fully automated vehicles. Transportation research part A: policy and practice, 168, 103565. doi:https://doi.org/10.1016/j.tra.2022.103565

    Rita, R., & Fitria, M. H. (2021). Analisis faktor-faktor utaut dan trust terhadap behavioral intention pengguna bni mobile banking pada pekerja migran Indonesia. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 4(2), 926-939. doi:https://doi.org/10.36778/jesya.v4i2.453

    Rosen, L. D., & Weil, M. M. (1995). Adult and teenage use of consumer, business, and entertainment technology: Potholes on the information superhighway? Journal of Consumer Affairs, 29(1), 55-84. doi:https://doi.org/10.1111/j.1745-6606.1995.tb00039.x

    Rouidi, M., Hamdoune, A., Choujtani, K., & Chati, A. (2022). TAM-UTAUT and the acceptance of remote healthcare technologies by healthcare professionals: A systematic review. Informatics in Medicine Unlocked, 32, 101008. doi:https://doi.org/10.1016/j.imu.2022.101008

    Sahir, S. H. (2021). Metodologi penelitian: Penerbit KBM Indonesia.

    Saputri, M. E. (2022). Pengaruh Performance Expectation, Effort Expectancy, Social Influence, Perceived Risk, Perceived Cost Pada Minat Menggunakan Mobile Payment Di Indonesia. Jurnal Sosioteknologi, 21(1), 9-21. doi:https://doi.org/10.5614/sostek.itbj.2022.21.1.2

    Sinkovics, R. R., Stöttinger, B., Schlegelmilch, B. B., & Ram, S. (2002). Reluctance to use technology?related products: Development of a technophobia scale. Thunderbird International Business Review, 44(4), 477-494. doi:https://doi.org/10.1002/tie.10033

    Suhadi, J., & Kamrin, I. (2022). Dampak Penggunaan Aplikasi Mobile JKN terhadap Pelayanan BPJS. Jurnal Kesehatan, 15(1), 11-22. doi:https://doi.org/10.23917/jk.v15i1.15977

    Sulistyowati, H. (2017). Analisis Penerimaan dan Penggunaan Pengguna terhadap Sistem E-Office di Universitas Airlangga dengan Menggunakan Model Unified Theory of Acceptance and Use of Technology (UTAUT). LIBRI-NET, 6(4), 21-22.

    Venkatesh, V. (2022). Adoption and use of AI tools: a research agenda grounded in UTAUT. Annals of Operations Research, 308(1), 641-652. doi:https://doi.org/10.1007/s10479-020-03918-9

    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. doi:https://doi.org/10.2307/30036540

    Wang, C.-C., & Chen, J.-J. (2015). Overcoming technophobia in poorly-educated elderly–the HELPS-seniors service learning program. Int. J. Autom. Smart Technol, 5(3), 173-182. doi:https://doi.org/10.5875/ausmt.v5i3.980

    Zhang, Y. (2005). Age, gender, and Internet attitudes among employees in the business world. Computers in Human Behavior, 21(1), 1-10. doi:https://doi.org/10.1016/j.chb.2004.02.006

    Zickuhr, K., & Smith, A. (2012). Digital differences. Pew Internet & American Life Project, 13, 1-41.

  1. Abu-Taieh, E. M., AlHadid, I., Abu-Tayeh, S., Masa’deh, R. e., Alkhawaldeh, R. S., Khwaldeh, S., & Alrowwad, A. a. (2022). Continued intention to use of M-Banking in Jordan by integrating UTAUT, TPB, TAM and service quality with ML. Journal of Open Innovation: Technology, Market, and Complexity, 8(3), 120. doi:https://doi.org/10.3390/joitmc8030120
  2. Akinnuwesi, B. A., Uzoka, F.-M. E., Fashoto, S. G., Mbunge, E., Odumabo, A., Amusa, O. O., . . . Owolabi, O. (2022). A modified UTAUT model for the acceptance and use of digital technology for tackling COVID-19. Sustainable Operations and Computers, 3, 118-135. doi:https://doi.org/10.1016/j.susoc.2021.12.001
  3. Al-Mamary, Y. H. S. (2022). Understanding the use of learning management systems by undergraduate university students using the UTAUT model: Credible evidence from Saudi Arabia. International Journal of Information Management Data Insights, 2(2), 100092. doi:https://doi.org/10.1016/j.jjimei.2022.100092
  4. Alghazi, S. S., Kamsin, A., Almaiah, M. A., Wong, S. Y., & Shuib, L. (2021). For sustainable application of mobile learning: An extended UTAUT model to examine the effect of technical factors on the usage of mobile devices as a learning tool. Sustainability, 13(4), 1856. doi:https://doi.org/10.3390/su13041856
  5. Andrews, J. E., Ward, H., & Yoon, J. (2021). UTAUT as a model for understanding intention to adopt AI and related technologies among librarians. The Journal of Academic Librarianship, 47(6), 102437. doi:https://doi.org/10.1016/j.acalib.2021.102437
  6. Anwar, R. N., & Alviayatun, T. (2022). The effect of performance expectancy, effort expectancy, social influence, facilitating conditions on mobile wallet adoption. Fair Value: Jurnal Ilmiah Akuntansi Dan Keuangan, 4(Spesial Issue 5), 2211-2223.
  7. Ayaz, A., & Yanarta?, M. (2020). An analysis on the unified theory of acceptance and use of technology theory (UTAUT): Acceptance of electronic document management system (EDMS). Computers in Human Behavior Reports, 2, 100032. doi:https://doi.org/10.1016/j.chbr.2020.100032
  8. Bashir, N. A. A. (2020). Penerapan model UTAUT 2 untuk mengetahui faktor-faktor yang memengaruhi penggunaan SIORTU. Elinvo (Electronics, Informatics, and Vocational Education), 5(1), 42-51. doi:https://doi.org/10.21831/elinvo.v5i1.30636
  9. Chatterjee, S., Rana, N. P., Khorana, S., Mikalef, P., & Sharma, A. (2023). Assessing organizational users’ intentions and behavior to AI integrated CRM systems: A meta-UTAUT approach. Information Systems Frontiers, 25(4), 1299-1313. doi:https://doi.org/10.1007/s10796-021-10181-1
  10. Chen, L., Rashidin, M. S., Song, F., Wang, Y., Javed, S., & Wang, J. (2021). Determinants of consumer’s purchase intention on fresh e-commerce platform: Perspective of UTAUT model. Sage Open, 11(2), 21582440211027875. doi:https://doi.org/10.1177/21582440211027875
  11. Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS 25: Universitas Diponegoro.
  12. Ha, J.-G., Page, T., & Thorsteinsson, G. (2011). A study on technophobia and mobile device design. International Journal of Contents, 7(2), 17-25. doi:https://doi.org/10.5392/ijoc.2011.7.2.017
  13. Hair, J. F., Black, W. C., & Babin, B. J. (2010). Multivariate Data Analysis: A Global Perspective: Pearson Education.
  14. Hiu, J. J. Y. (2020). Pengaruh harapan kinerja, pengaruh sosial, dan keamanan terhadap niat menggunakan kembali sistem pembayaran elektronik. Agora, 8(1).
  15. Jaelani, S. (2024). Peran Klasifikasi Serangan Sistem Informasi Dalam Memperkuat Keamanan Nasional dan Memerangi Cyberwarfare. Jurnal Intelek Dan Cendikiawan Nusantara, 1(3), 4634-4645.
  16. JKN. (2023). Jumlah Kunjungan Pasien BPJS Kesehatan Tahun 2014-2021.
  17. Khan, I. U., Hameed, Z., Khan, S. N., Khan, S. U., & Khan, M. T. (2022). Exploring the effects of culture on acceptance of online banking: A comparative study of Pakistan and Turkey by using the extended UTAUT model. Journal of Internet Commerce, 21(2), 183-216. doi:https://doi.org/10.1080/15332861.2021.1882749
  18. Kim, J., & Lee, K. S.-S. (2022). Conceptual model to predict Filipino teachers’ adoption of ICT-based instruction in class: using the UTAUT model. Asia Pacific Journal of Education, 42(4), 699-713. doi:https://doi.org/10.1080/02188791.2020.1776213
  19. Lee, U.-K., & Kim, H. (2022). UTAUT in metaverse: An “Ifland” case. Journal of Theoretical and Applied Electronic Commerce Research, 17(2), 613-635. doi:https://doi.org/10.3390/jtaer17020032
  20. Mahande, R. D. (2018). UTAUT Model: Suatu Pendekatan Evaluasi Penerimaan E-Learning pada Program Pascasarjana. doi:https://doi.org/10.31227/osf.io/254j7
  21. Nur, T., & Panggabean, R. R. (2021). Factors influencing the adoption of mobile payment method among generation Z: the extended UTAUT approach. Nur, T. and Panggabean, RR, 14-28. doi:https://doi.org/10.24815/jaroe.v4i1.19644
  22. Parhamnia, F. (2022). Investigating mobile acceptance in academic library services based on Unified Theory of Acceptance and Use of Technology Model (UTAUT-2). The Journal of Academic Librarianship, 48(5), 102570. doi:https://doi.org/10.1016/j.acalib.2022.102570
  23. Powell, A. L. (2013). Computer anxiety: Comparison of research from the 1990s and 2000s. Computers in Human Behavior, 29(6), 2337-2381. doi:https://doi.org/10.1016/j.chb.2013.05.012
  24. Puriwat, W., & Tripopsakul, S. (2021). Explaining social media adoption for a business purpose: an application of the UTAUT model. Sustainability, 13(4), 2082. doi:https://doi.org/10.3390/su13042082
  25. Rachmawati, I., Latifah, N., & Widayani, A. (2021). Adoption of Mobile Payment Approach Extended the UTAUT 2. RELEVANCE Journal of Management and Business, 4. doi:10.22515/relevance.v4i2.4019
  26. Rahmani, V., & Kordrostami, E. (2023). Price sensitivity and online shopping behavior during the COVID-19 pandemic. Journal of Consumer Marketing, 40(4), 481-492. doi:https://doi.org/10.1108/JCM-07-2021-4777
  27. Rahu, K. Y. d., Neolaka, M. N. B. C., & Djaha, A. S. A. (2023). Personnel management information system in order to create up-to-date and integrated personel data and information in the personnel and human resources agency in malaka regency. Journal of Multidisciplinary Academic and Practice Studies, 1(1), 55-70. doi:https://doi.org/10.35912/jomaps.v1i1.1449
  28. Raza, S. A., Qazi, W., Khan, K. A., & Salam, J. (2021). Social isolation and acceptance of the learning management system (LMS) in the time of COVID-19 pandemic: an expansion of the UTAUT model. Journal of Educational Computing Research, 59(2), 183-208. doi:https://doi.org/10.1177/0735633120960421
  29. Rejali, S., Aghabayk, K., Esmaeli, S., & Shiwakoti, N. (2023). Comparison of technology acceptance model, theory of planned behavior, and unified theory of acceptance and use of technology to assess a priori acceptance of fully automated vehicles. Transportation research part A: policy and practice, 168, 103565. doi:https://doi.org/10.1016/j.tra.2022.103565
  30. Rita, R., & Fitria, M. H. (2021). Analisis faktor-faktor utaut dan trust terhadap behavioral intention pengguna bni mobile banking pada pekerja migran Indonesia. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 4(2), 926-939. doi:https://doi.org/10.36778/jesya.v4i2.453
  31. Rosen, L. D., & Weil, M. M. (1995). Adult and teenage use of consumer, business, and entertainment technology: Potholes on the information superhighway? Journal of Consumer Affairs, 29(1), 55-84. doi:https://doi.org/10.1111/j.1745-6606.1995.tb00039.x
  32. Rouidi, M., Hamdoune, A., Choujtani, K., & Chati, A. (2022). TAM-UTAUT and the acceptance of remote healthcare technologies by healthcare professionals: A systematic review. Informatics in Medicine Unlocked, 32, 101008. doi:https://doi.org/10.1016/j.imu.2022.101008
  33. Sahir, S. H. (2021). Metodologi penelitian: Penerbit KBM Indonesia.
  34. Saputri, M. E. (2022). Pengaruh Performance Expectation, Effort Expectancy, Social Influence, Perceived Risk, Perceived Cost Pada Minat Menggunakan Mobile Payment Di Indonesia. Jurnal Sosioteknologi, 21(1), 9-21. doi:https://doi.org/10.5614/sostek.itbj.2022.21.1.2
  35. Sinkovics, R. R., Stöttinger, B., Schlegelmilch, B. B., & Ram, S. (2002). Reluctance to use technology?related products: Development of a technophobia scale. Thunderbird International Business Review, 44(4), 477-494. doi:https://doi.org/10.1002/tie.10033
  36. Suhadi, J., & Kamrin, I. (2022). Dampak Penggunaan Aplikasi Mobile JKN terhadap Pelayanan BPJS. Jurnal Kesehatan, 15(1), 11-22. doi:https://doi.org/10.23917/jk.v15i1.15977
  37. Sulistyowati, H. (2017). Analisis Penerimaan dan Penggunaan Pengguna terhadap Sistem E-Office di Universitas Airlangga dengan Menggunakan Model Unified Theory of Acceptance and Use of Technology (UTAUT). LIBRI-NET, 6(4), 21-22.
  38. Venkatesh, V. (2022). Adoption and use of AI tools: a research agenda grounded in UTAUT. Annals of Operations Research, 308(1), 641-652. doi:https://doi.org/10.1007/s10479-020-03918-9
  39. 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. doi:https://doi.org/10.2307/30036540
  40. Wang, C.-C., & Chen, J.-J. (2015). Overcoming technophobia in poorly-educated elderly–the HELPS-seniors service learning program. Int. J. Autom. Smart Technol, 5(3), 173-182. doi:https://doi.org/10.5875/ausmt.v5i3.980
  41. Zhang, Y. (2005). Age, gender, and Internet attitudes among employees in the business world. Computers in Human Behavior, 21(1), 1-10. doi:https://doi.org/10.1016/j.chb.2004.02.006
  42. Zickuhr, K., & Smith, A. (2012). Digital differences. Pew Internet & American Life Project, 13, 1-41.