A measurement tool to explore customer willingness to use the MyTelkomsel Super App through expected service synergies

https://doi.org/10.35912/ijamis.v3i1.3251
Published: Aug 6, 2025

Abstract:

Purpose: The adoption of Super Apps in the digital service landscape has become increasingly prevalent, yet limited studies have explored the factors influencing users’ willingness to use the Super App. This research aims to address this gap by developing a valid and reliable measurement tool to assess the determinants of customer willingness to use the MyTelkomsel Super App through Expected Service Synergies as the mediating variable.

Research/methodology: Drawing upon the framework by Fang, Liao, and Li (2024), the study incorporates established constructs such as Perceived External Prestige, Brand Competence, Complementarity, Compatibility, and Perceived Fit. A key modification involves the addition of Trust to enhance the model's explanatory power. A pilot test, involving 30 MyTelkomsel users, was conducted to evaluate the instrument's validity and reliability using Corrected Item-Total Correlation and Cronbach’s Alpha.

Results: The results confirm that all 14 constructs and 48 items meet the criteria for Corrected Item-Total Correlation and Cronbach’s Alpha, indicating that this measurement is deemed suitable for future large-scale empirical research.

Conclusions: This study successfully develops a reliable and valid measurement tool for assessing customer willingness to use the MyTelkomsel Super App, with Expected Service Synergies serving as a mediating variable.

Limitations: This study is limited to pilot testing involving only 30 users, which may affect the generalizability of the results.

Contribution: The research contributes to the literature by introducing an extended measurement model tailored to Super App contexts, supporting future empirical studies and practical implementation in digital service development.

Keywords:
1. My Telkomsel
2. Super App
3. Service Synergy
4. Synergy Framework
5. Willingness to Use
Authors:
1 . Muharlis Muharlis
Telkom University, Indonesia
https://orcid.org/0000-0001-5080-5032
2 . Indrawati Indrawati
Telkom University, Indonesia
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How to Cite
Muharlis, M., & Indrawati, I. (2025). A measurement tool to explore customer willingness to use the MyTelkomsel Super App through expected service synergies. International Journal of Accounting and Management Information Systems, 3(1), 71–83. https://doi.org/10.35912/ijamis.v3i1.3251
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Issue & Section
Vol. 3 No. 1 (2025): February
Articles
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References

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    Riyadi, B. (2022). Brand Image, Brand Trust, Experiential Marketing and Perceived Price on Super-app Customer Purchase Decisions: Go-Jek Application User Perception. Research Horizon, 2(4), 444-454.

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    Shoabjareh, A. H., Ghasri, M., Roberts, T., Lapworth, A., Dobos, N., & Boshuijzen-van Burken, C. (2024). The role of trust and distrust in technology usage: An in-depth investigation of traffic information apps usage for mandatory and non-mandatory trips. Travel Behaviour and Society, 37, 100816.

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    Suryani, D., Ermansyah, E., & Alsukri, S. (2021). Pengaruh Perceived Ease of Use, Perceived Usefulness dan Trust Terhadap Kepuasan Pelanggan Gojek. IJBEM: Indonesian Journal of Business Economics and Management, 1(1), 11-19.

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  2. Berge, J. (2025). J. C. Nunnally and I. H. Bernstein. Psychometric Theory. New York: McGraw-Hill, 1994, xxiv+752 pages, £51.95. Psychometrika, 60, 313-315. doi:10.1007/BF02301419
  3. Connell, J., Carlton, J., Grundy, A., Taylor Buck, E., Keetharuth, A. D., Ricketts, T., . . . Brazier, J. (2018). The importance of content and face validity in instrument development: lessons learnt from service users when developing the Recovering Quality of Life measure (ReQoL). Quality of life research, 27(7), 1893-1902. doi:https://doi.org/10.1007/s11136-018-1847-y
  4. Dikko, M. (2016). Establishing construct validity and reliability: Pilot testing of a qualitative interview for research in Takaful (Islamic insurance). The qualitative report, 21(3), 521-528.
  5. Fang, Y.-H., Liao, C.-H., & Li, C.-Y. (2024). Super app on demand: Exploring the impact of service synergy on willingness to use a new service. Electronic Commerce Research and Applications, 67, 101430. doi:https://doi.org/10.1016/j.elerap.2024.101430
  6. Graziotin, D., Lenberg, P., Feldt, R., & Wagner, S. (2021). Psychometrics in behavioral software engineering: A methodological introduction with guidelines. ACM Transactions on Software Engineering and Methodology (TOSEM), 31(1), 1-36. doi:https://doi.org/10.1145/3469888
  7. Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM): Sage Publishing.
  8. Hair, J. F., Ringle, C. M., Gudergan, S. P., Fischer, A., Nitzl, C., & Menictas, C. (2019). Partial least squares structural equation modeling-based discrete choice modeling: an illustration in modeling retailer choice. Business Research, 12(1), 115-142. doi:https://doi.org/10.1007/s40685-018-0072-4
  9. Hasselwander, M., & Weiss, D. (2025). Consumer preferences for super app services: E-commerce, social media, and banking dominate. European Research on Management and Business Economics, 31(2), 100284.
  10. Indrawati, Letjani, K. P., Kurniawan, K., & Muthaiyah, S. (2025). Adoption of chatgpt in educational institutions in Botswana: A customer perspective. Asia Pacific Management Review, 30(1), 100346. doi:https://doi.org/10.1016/j.apmrv.2024.100346
  11. Indrawati, Putri Yones, P. C., & Muthaiyah, S. (2023). eWOM via the TikTok application and its influence on the purchase intention of somethinc products. Asia Pacific Management Review, 28(2), 174-184. doi:https://doi.org/10.1016/j.apmrv.2022.07.007
  12. Indrawati, I., & Firdaus, N. W. (2022). Blockchain Acceptance Analysis Using The Utaut2 Model. TRIKONOMIKA, 21(2), 77-83.
  13. Indrawati, I., Ramantoko, G., Widarmanti, T., Aziz, I. A., & Khan, F. U. (2022). Utilitarian, hedonic, and self-esteem motives in online shopping. Spanish Journal of Marketing-ESIC, 26(2), 231-246.
  14. Indrawati, P. D. (2015). Metode penelitian manajemen dan bisnis konvergensi teknologi komunikasi dan informasi. Bandung: PT Refika Aditama.
  15. Khanal, B., & Chhetri, D. (2024). A Pilot Study Approach to Assessing the Reliability and Validity of Relevancy and Efficacy Survey Scale. Janabhawana Research Journal, 3, 35-49. doi:10.3126/jrj.v3i1.68384
  16. Kim, D., Ferrin, D., & Rao, R. (2008). A Trust-Based Consumer Decision-Making Model in Electronic Commerce: The Role of Trust, Perceived Risk, and Their Antecedents. Decision Support Systems, 44, 544-564. doi:10.1016/j.dss.2007.07.001
  17. Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision support systems, 44(2), 544-564.
  18. Kotler, P., & Armstrong, G. (2018). Principles of Marketing: Pearson Education.
  19. Oesterreich, T. D., Anton, E., Hettler, F. M., & Teuteberg, F. (2024). What drives individuals’ trusting intention in digital platforms? An exploratory meta-analysis. Management Review Quarterly, 1-53.
  20. Pertiwi, T. K., Joseph, C., Warmana, G. O., Khoirotunnisa, F., & Hariyana, N. (2025). Exploring Platform Trust, Borrowing Intention, and Actual Use of PayLater Services in Indonesia and Malaysia. Journal of Risk and Financial Management, 18(5), 255. doi:https://doi.org/10.3390/jrfm18050255
  21. Ramu, P., Osman, M., Abdul Mutalib, N. A., Aljaberi, M. A., Lee, K.-H., Lin, C.-Y., & Hamat, R. A. (2023). Validity and reliability of a questionnaire on the knowledge, attitudes, perceptions and practices toward food poisoning among malaysian secondary school students: A pilot study. Paper presented at the Healthcare.
  22. Riyadi, B. (2022). Brand Image, Brand Trust, Experiential Marketing and Perceived Price on Super-app Customer Purchase Decisions: Go-Jek Application User Perception. Research Horizon, 2(4), 444-454.
  23. Romero Jeldres, M., Díaz Costa, E., & Faouzi Nadim, T. (2023). A review of Lawshe’s method for calculating content validity in the social sciences. Paper presented at the Frontiers in Education.
  24. Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill building approach: John Wiley & Sons.
  25. Shoabjareh, A. H., Ghasri, M., Roberts, T., Lapworth, A., Dobos, N., & Boshuijzen-van Burken, C. (2024). The role of trust and distrust in technology usage: An in-depth investigation of traffic information apps usage for mandatory and non-mandatory trips. Travel Behaviour and Society, 37, 100816.
  26. Squires, J. E., Hayduk, L., Hutchinson, A. M., Mallick, R., Norton, P. G., Cummings, G. G., & Estabrooks, C. A. (2015). Reliability and validity of the Alberta Context Tool (ACT) with professional nurses: findings from a multi-study analysis. PloS one, 10(6), e0127405. doi:https://doi.org/10.1371/journal.pone.0127405
  27. Suryani, D., Ermansyah, E., & Alsukri, S. (2021). Pengaruh Perceived Ease of Use, Perceived Usefulness dan Trust Terhadap Kepuasan Pelanggan Gojek. IJBEM: Indonesian Journal of Business Economics and Management, 1(1), 11-19.
  28. Sutticherchart, J., & Rakthin, S. (2023). Determinants of digital wallet adoption and super app: A review and research model. Management & Marketing, 18(3). doi:https://doi.org/10.2478/mmcks-2023-0015
  29. Vogel, S., & Draper-Rodi, J. (2017). The importance of pilot studies, how to write them and what they mean. International Journal of Osteopathic Medicine, 23, 2-3.
  30. Winarno, K. O., & Indrawati, I. (2022). Impact of social media marketing and electronic word of mouth (E-wom) on purchase intention. Jurnal Aplikasi Manajemen, 20(3), 668-683.