Adoption factors of online-web railway ticket reservation service (A case from Indonesia)

PT. Kereta Api Indonesia (KAI) is the only company that has been given an authority by government to provide, manage and organize railway transportation in Indonesia. The railway industry in Indonesia started during the colonial in 1864 and in 2015 KAI had served 326 million passengers with an average growth in the number of 330.000 passengers annually. One of the biggest challenge faced by KAI is the improvement of pre-trip service quality. One of the improvement of this service is the development of Rail Ticketing System by using a web-based information technology platform. The online-web ticket reservation service (OTRS) had been launched since 2012 with 42 partner channels available on the internet. However — since its first launched in 2012 — the usage of OTRS had only 27% reservation compared to 67% ticket reservations from ticket counter at railway station. In order to increase the use of OTRS, finding factors that affect the behavior of OTRS user is needed. Based on Unified Theory of Acceptance and Use of Technology (UTAUT) 2 Model and modified UTAUT 2, this study proposed a new modified model toward the service. The data to test the model were collected from 682 valid respondents. The data were analyzed by using SmartPLS2.0 software and the result showed that the independent variables Performance Expectancy, Social Influence, Facilitating Condition, Hedonic Motivation and Perceived Risk had significant influence on Behavioral Intention and Facilitating Condition, Habit and Behavioral Intention had significant influence on the Use Behavior.