The Role of Satisfaction in Mediating the Effect of Perceived Usefulness and Perceived Ease of Use on Continuance Intention of Kereta Api Indonesia Access Application

Digital technology, including the Access KAI app, facilitates train ticket booking. This study, involving 200 respondents and analyze with SEM-PLS 3, finds that perceived usefulness significantly influences satisfaction and continuance intention, while perceived ease of use only affects satisfaction and needs satisfactions as a mediator to influence continuance intention. These result support Davis’ (1989) TAM and Zikmund et al.’s (2003) Satisfaction theory on how perceived usefulness, perceived ease of use, and satisfaction in driving continuance intention.