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

https://doi.org/10.35912/ijamis.v2i2.3224
Published: Jul 24, 2025

Abstract:

Purpose: This study aims to examine user evaluations of factors influencing the use of the NCX application and their impact on behavioral intention and usage. Using the modified UTAUT2 model, the study focuses on Telkom CFU Enterprise, which delivers ICT services such as connectivity, cloud, and digital platforms. NCX, a CRM application, supports CFU Enterprise operations.

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.

Conlusion: Key variables from the modified UTAUT2 model, including compatibility and personal innovativeness, significantly affect user intention and behavior, providing guidance for improving NCX engagement.

Limitation: The research is limited to the CFU Enterprise environment and may not be generalizable to other units or industries. The use of cross-sectional data also restricts the ability to observe behavioral trends over time.

Contribution: This study contributes to the extension of UTAUT2 by validating additional constructs in a corporate CRM context. It also offers practical recommendations for improving technology acceptance within enterprise environments through strategic alignment with user needs and characteristics.

Keywords:
1. Effort Expectancy
2. Facilitating Conditions
3. Performance Expectancy
4. Social Influence
5. UTAUT2
Authors:
1 . Fikrian Hadi
Telkom University, Indonesia
https://orcid.org/0000-0001-5080-5032
2 . Siska Noviaristanti
Telkom University, Bandung, 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. International Journal of Accounting and Management Information Systems, 2(2), 73–94. https://doi.org/10.35912/ijamis.v2i2.3224
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Issue & Section
Vol. 2 No. 2 (2024): August
Articles
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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

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  1. Abdilah, W., Usman, B., & Lesmono, E. (2021). PT Telkom’s Competitive Strategy in the Digital Industry in Indonesia. Paper presented at the BISIC 2020: Proceedings of the 3rd Beehive International Social Innovation Conference, BISIC 2020, 3-4 October 2020, Bengkulu, Indonesia.
  2. Abdillah, W., & Hartono, J. (2015). Partial least square (PLS) : alternatif structural equation modeling (SEM) dalam penelitian bisnis. Yogyakarta: Andi.
  3. Agarwal, R., & Prasad, J. (1998). A conceptual and operational definition of personal innovativeness in the domain of information technology. Information systems research, 9(2), 204-215. doi:https://doi.org/10.1287/isre.9.2.204
  4. Alayis, M. M. H., Abdelwahed, N. A. A., & Atteya, N. (2018). IMPACT OF SOCIAL NETWORKING SITES'USE ON ENTREPRENEURIAL INTENTION AMONG UNDERGRADUATE BUSINESS STUDENTS: THE CASE OF SAUDI ARABIA. International Journal of Entrepreneurship, 22(4), 1-18.
  5. Baqer, M. Y., & Al Mubarak, M. (2025). Uses and Challenges of Digital Technologies in Business: A Multi Case-Study Approach. In M. Al Mubarak (Ed.), Sustainable Digital Technology and Ethics in an Ever-Changing Environment: Volume 1 (pp. 261-276). Cham: Springer Nature Switzerland.
  6. 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.
  7. Damayanti, S. (2024). The Influence of Individual Drivers on Purchase Intention from Customize Products Through Brand Experience and Intention to Use Customization Toolkit. American Journal of Economic and Management Business (AJEMB), 3(10), 328-339. doi:https://doi.org/10.58631/ajemb.v3i10.113
  8. 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.
  9. Ghozali, I. (2014). Structural Equation Modeling Metode Alternatif dengan Partial Least Squares (PLS).
  10. Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing theory and Practice, 19(2), 139-152. doi:https://doi.org/10.2753/MTP1069-6679190202
  11. Huseynli, B. (2022). Digital transformation for improving customer experience Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices (pp. 78-100): IGI Global Scientific Publishing.
  12. Indrawati, P. D. (2015). Metode penelitian manajemen dan bisnis konvergensi teknologi komunikasi dan informasi. Bandung: PT Refika Aditama.
  13. 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.
  14. Lu, H., & Shaharudin, M. S. (2024). Role of digital transformation for sustainable competitive advantage of SMEs: a systematic literature review. Cogent business & management, 11(1), 2419489. doi:https://doi.org/10.1080/23311975.2024.2419489
  15. Martynova, E., West, S. G., & Liu, Y. (2018). Review of principles and practice of structural equation modeling. Structural Equation Modeling: A Multidisciplinary Journal, 25(2), 325-329. doi:https://doi.org/10.1080/10705511.2017.1401932
  16. Narimawati, U., Sarwono, J., Sos, S., Affandi, H. A., & Priadana, H. S. (2020). Ragam Analisis dalam Metode Penelitian: untuk Penulisan Skripsi, Tesis, & Disertasi: Penerbit Andi.
  17. Putra, W. (2022). Problems, common beliefs and procedures on the use of partial least squares structural equation modeling in business research. South Asian Journal of Social Studies and Economics, 14(1), 1-20. doi:http://dx.doi.org/10.9734/SAJSSE/2022/v14i130367
  18. Rigdon, E. E. (2016). Choosing PLS path modeling as analytical method in European management research: A realist perspective. European Management Journal, 34(6), 598-605. doi:https://doi.org/10.1016/j.emj.2016.05.006
  19. Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European business review, 26(2), 106-121. doi:https://doi.org/10.1108/EBR-10-2013-0128
  20. Sugiyono, S. (2017). Metode penelitian bisnis: pendekatan kuantitatif, kualitatif, kombinasi, dan R&D. Bandung: CV. Alfabeta.
  21. Sujarweni, V. W. (2015). Metodologi penelitian bisnis & ekonomi: Yogyakarta: Pustaka baru press.
  22. Tavakol, M., & Dennick, R. (2011). Making sense of Cronbach's alpha. International journal of medical education, 2, 53. doi:https://doi.org/10.5116/ijme.4dfb.8dfd
  23. Tosunta?, ?. B., Karada?, E., & Orhan, S. (2015). The factors affecting acceptance and use of interactive whiteboard within the scope of FATIH project: A structural equation model based on the Unified Theory of acceptance and use of technology. Computers & Education, 81, 169-178. doi:https://doi.org/10.1016/j.compedu.2014.10.009
  24. Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186-204.
  25. 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.
  26. 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.
  27. 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.
  28. Yuwono, T., Suroso, A., & Novandari, W. (2024). Information and communication technology in SMEs: a systematic literature review. Journal of Innovation and Entrepreneurship, 13(1), 31. doi:10.1186/s13731-024-00392-6