Factors Influencing Users Acceptance of Online Consultation Feature on the SOBAT-UKM Portal

The emergence of digital economy has motivated PT Telkom Indonesia to launch SOBAT-UKM portal. It aims to support Small and Medium Enterprises (SMEs) in Indonesia. The portal has an e-consultation feature, which provides online business discussion between business experts and the SMEs. Despite its significant benefits, the utilization of e-consultation feature only reached 10.54% of the yearly target set by PT Telkom. To address this problem, a study was conducted to investigate factors affecting the low users' acceptance. The Unified Theory of Acceptance and Use of Technology (UTAUT) was used to construct the research model and a questionnaire for data collection. The data were analyzed with Partial Least Square-Structural Equation Modeling (PLS-SEM). The results indicate that the influencing factors are Social Influence, Effort Expectancy, Facilitating Conditions, User Behavior, and Behavioral Intention.