The Influence of the UTAUT2 Model and User Satisfaction on Trust and Repurchase Intention on PLN Mobile Application: A Study of PLN Customers in Padang City

Dani Surya Nazar; Abror Abror

doi:10.55927/fjmr.v5i3.22

Authors

Dani Surya Nazar Universitas Negeri Padang
Abror Abror Universitas Negeri Padang

DOI:

https://doi.org/10.55927/fjmr.v5i3.22

Keywords:

UTAUT2, User Satisfaction, Trust, Repurchase Intention, PLN Mobile

Abstract

This study aims to analyze the influence of the UTAUT2 model and user satisfaction on trust and repurchase intention in the PLN Mobile application, with a study of PLN customers in Padang City. The study used a quantitative approach with a survey method and was analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results showed that performance expectancy and price value have a positive and significant effect on trust and repurchase intention. In addition, user satisfaction and trust were also proven to play an important role in driving reuse intention, with trust being the strongest determinant of repurchase intention. In contrast, effort expectancy, social influence, facilitating conditions, hedonic motivation, and habit did not show a significant effect on trust or repurchase intention. Mediation analysis revealed that trust partially mediates the effect of performance expectancy and price value on repurchase intention. This finding confirms that the continued use of digital public service applications is more influenced by functional benefits and perceived value that build user trust. This study contributes to the development of a technology acceptance model in the context of digital public services and provides practical implications for improving the quality of PLN Mobile services.

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