Exploring User Technology Acceptance of the GOBIS (Golek Bis) Suroboyo Application Using the UTAUT Model - Economicus

By Putri Alma AURELIA, Jaka NUGRAHA, Elida BOSHNJAKU, Mishela RAPO

Abstract
Digital transformation is driving drastic changes in the transportation sector by enabling the development of effective services through the implementation of e-government. However, the adoption of app-based public services still faces challenges related to user interest and digital trust at the local level. This study was conducted to identify the factors that influence users’ adoption of e-government service apps, with a focus on GOBIS (Golek Bis) Suroboyo. This study employed a quantitative approach by surveying 154 respondents who live or work in Surabaya, East Java, Indonesia. The collected data were analyzed using Variance-Based Structural Equation Modeling (VB-SEM) and the GSCA Pro software. The results indicate that performance expectancy has a significant positive influence on attitude, and that attitude, in turn, has a significant positive influence on behavioral intention to use. On the other hand, social influence was found to have no effect on attitude, followed by trust in the internet and trust in the government, neither of which had a significant effect on behavioral intention to use. In its application, this study enriches the literature on the development of the Unified Theory of Acceptance and Use of Technology (UTAUT), where this model was intentionally modified by adding trust variables (in the internet and the government) in the context of smart public transportation. Since this study focuses specifically on GOBIS (Golek Bis) Suroboyo, the findings will provide guidance and recommendations to the Surabaya City Transportation Department as a benchmark for future service optimization plans by improving the app’s functionality, thereby maximizing user satisfaction. Future research could compare the results of this study with those of studies examining other e-government applications in a broader context.

Keywords: UTAUT, GOBIS (Golek Bis) Suroboyo, Performance Expectancy, Attitude, Behavioral Intention, E-Government.