User Acceptance of a Ride-Hailing Application: An Extended Technology Acceptance Model Integrating Trust and Service Quality

The rapid growth of ride-hailing services in Indonesia, particularly XYZ, necessitates a deeper understanding of user acceptance for sustained competitiveness. This study addresses gaps in TAM research by integrating Trust and Service Quality as external variables to evaluate user acceptance of XYZ in the Jabodetabek region, this research analyzes key factors influencing technology adoption. Employing a quantitative approach, data were collected from 150 active XYZ users and analyzed using SmartPLS. Findings reveal that Perceived Ease of Use, Perceived Usefulness, Trust, and Service Quality significantly influence acceptance, with Trust emerging as the strongest predictor. Notably, Service Quality impacts acceptance primarily through Perceived Ease of Use rather than directly affecting Perceived Usefulness, suggesting that in experiential contexts, service quality enhances user experience. The model's lower predictive power for Behavioral Intention and Actual Use highlights the influence of external factors like multi- homing behavior. Practically, XYZ should prioritize UI/UX optimization, mapping accuracy, transparent payments, and robust security to build trust. Theoretically, this study extends TAM by showing that Service Quality operates through PEOU rather than PU and calls for future models to incorporate multi-homing dynamics in platform economies.