Musytari : Jurnal Manajemen, Akuntansi, dan Ekonomi

Vol. 25 No. 8 (2026): Musytari: Neraca Manajemen, Akuntansi, dan Ekonomi, ISSN 3025-9495
Articles

ANALISIS PERILAKU PENGGUNA APLIKASI ZOOM MEETING: PERCEIVED USEFULNESS, PERCEIVED ENJOYMENT, PERCEIVED EASE OF USE, DAN DAMPAKNYA TERHADAP SATISFACTION SERTA CONTINUANCE INTENTION TO USE

PDF
  • Alma Ardhia Pramesti,
  • Usep Suhud,
  • Nofriska Krissanya
Alma Ardhia Pramesti
Universitas Negeri Jakarta
Usep Suhud
Universitas Negeri Jakarta
Nofriska Krissanya
Universitas Negeri Jakarta
DOI: https://doi.org/10.2238/ypjmkq86

Published 2026-07-05

Keywords

  • Perceived Usefulness,
  • Perceived Enjoyment,
  • Perceived Ease of Use,
  • Continuance Intention to Use,
  • Satisfaction,
  • Zoom Meeting
    • ...More
    Less

How to Cite

ANALISIS PERILAKU PENGGUNA APLIKASI ZOOM MEETING: PERCEIVED USEFULNESS, PERCEIVED ENJOYMENT, PERCEIVED EASE OF USE, DAN DAMPAKNYA TERHADAP SATISFACTION SERTA CONTINUANCE INTENTION TO USE. (2026). Musytari : Jurnal Manajemen, Akuntansi, Dan Ekonomi, 25(8). https://doi.org/10.2238/ypjmkq86

Abstract

This study aims to analyze the effects of Perceived Usefulness, Perceived Enjoyment, and Perceived Ease of Use on Satisfaction dan Continuance Intention to Use among Zoom Meeting users. This study was motivated by the increasing use of video conferencing applications, particularly during the COVID-19 pandemic. A quantitative approach was employed using a non-probability sampling technique. The research data were obtained from 404 valid respondents out of a total of 462 Zoom Meeting users. Data were collected through a six-point Likert scale questionnaire. Data analysis was conducted using Structural Equation Model (SEM) with the assistance of SPSS and AMOS software. The results indicate that Perceived Usefulness, Perceived Enjoyment, and Perceived Ease of Use have positive and significant effects on Satisfaction and Continuance Intention to Use. However, Satisfaction has no significant effect on Continuance Intention to Use. These findings suggest that Perceived Usefulness, Perceived Enjoyment, and Perceived Ease of Use are the primary factors driving the continued use to Zoom Meeting. Developers of video conferencing applications are encouraged to enchance user experience through useful features, ease of use, and enjoyable user experiences. Penelitian ini bertujuan untuk menganalisis pengaruh Perceived Usefulness, Perceived Enjoyment, dan Perceived Ease of Use terhadap Satisfaction dan Continuance Intention to Use pada penggunaan Zoom Meeting. Penelitian ini dilatarbelakangi oleh penggunaan aplikasi video conference yang meningkat, khususnya pada masa pandemi COVID-19. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik non-probability sampling. Data penelitian diperoleh dari 404 responden valid dari total 462 responden pengguna Zoom Meeting. Pengumpulan data dilakukan dengan kuesioner skala Likert enam poin. Analisis data menggunakan Structural Equation Model (SEM) dengan perangkat lunak SPSS dan AMOS. Hasil penelitian menunjukkan bahwa Perceived Usefulness, Perceived Enjoyment, dan Perceived Ease of Use berpengaruh positif dan signifikan terhadap Satisfaction dan Continuance Intention to Use. Namun, Satisfaction tidak berpengaruh signifikan terhadap Continuance Intention to Use. Temuan ini menunjukkan bahwa manfaat, kesenangan, dan kemudahan pengguna merupakan faktor utama yang mendorong keberlanjutan penggunaan Zoom Meeting. Para pengembang aplikasi video conference disarankan untuk meningkatkan pengalaman pengguna melalui fitur yang bermanfaat, aplikasi yang mudah digunakan, dan mampu memberikan pengalaman menyenangkan bagi pengguna.
PDF

References

  1. [1] Akdim, K., Casaló, L. v., & Flavián, C. (2022). The role of utilitarian and hedonic aspects in the Continuance Intention to Use social mobile apps. Journal of Retailing and Consumer Services, 66. https://doi.org/10.1016/j.jretconser.2021.102888
  2. [2] Al-Maroof, R. S., Alhumaid, K., & Salloum, S. (2020). The Continuous Intention to Use E-Learning, from Two Different Perspectives. Education Sciences. https://doi.org/10.3390/educsci
  3. [3] Alshammari, S. H., & Alkhabra, S. (2025). Modelling the effects of self-regulation, Perceived Usefulness, confirmation and Satisfaction on the continuous intention to utilise mobile learning applications. Frontiers in Education, 10. https://doi.org/10.3389/feduc.2025.1506185
  4. [4] Alshammari, S. H., & Alshammari, R. A. (2024). An integration of expectation confirmation model and information systems success model to explore the factors affecting the continuous intention to utilise virtual classrooms. Scientific Reports, 14(1). https://doi.org/10.1038/s41598-024-69401-8
  5. [5] An, S., Eck, T., & Yim, H. (2023). Understanding Consumers’ Acceptance Intention to Use Mobile Food Delivery Applications through an Extended Technology Acceptance Model. Sustainability (Switzerland), 15(1). https://doi.org/10.3390/su15010832
  6. [6] Ashrafi, A., Zareravasan, A., Rabiee Savoji, S., & Amani, M. (2022). Exploring factors influencing students’ Continuance Intention to Use the learning management system (LMS): a multi-perspective framework. Interactive Learning Environments, 30(8), 1475–1497. https://doi.org/10.1080/10494820.2020.1734028
  7. [7] Bae, S., Jung, T. H., Moorhouse, N., Suh, M., & Kwon, O. (2020). The influence of mixed reality on Satisfaction and brand loyalty in cultural heritage attractions: A brand equity perspective. Sustainability (Switzerland), 12(7). https://doi.org/10.3390/su12072956
  8. [8] Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. In Source: MIS Quarterly (Vol. 25, Issue 3).
  9. [9] Chen, S. C., Li, S. H., Liu, S. C., Yen, D. C., & Ruangkanjanases, A. (2021). Assessing determinants of continuance intention towards personal cloud services: Extending utaut2 with technology readiness. Symmetry, 13(3). https://doi.org/10.3390/sym13030467
  10. [10] Damanik, M. A. A., Fauzi, A., & Situmorang, S. H. (2022). Pengaruh Perceived Usefulness, Perceived Enjoyment dan Kepercayaan Terhadap Continuance Intention Melalui Kepuasan Pada Generasi Millenial Pengguna E-Wallet di Kota Medan. Ekonomi, Keuangan, Investasi Dan Syariah (EKUITAS), 3(4), 827–834. https://doi.org/10.47065/ekuitas.v3i4.1475
  11. [11] Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
  12. [12] Fan, P., & Jiang, Q. (2024). Exploring the Factors Influencing Continuance Intention to Use AI Drawing Tools: Insights from Designers. Systems, 12(3). https://doi.org/10.3390/systems12030068
  13. [13] Han, J. H., & Sa, H. J. (2022). Acceptance of and Satisfaction with online educational classes through the technology acceptance model (TAM): the COVID-19 situation in Korea. In Asia Pacific Education Review (Vol. 23, Issue 3, pp. 403–415). Springer Science and Business Media B.V. https://doi.org/10.1007/s12564-021-09716-7
  14. [14] Hidayah, N. A., Fetrina, E., & Taufan, A. Z. (2020). Model Satisfaction Users Measurement of Academic Information System Using End-User Computing Satisfaction (EUCS) Method. Applied Information System and Management (AISM), 3(2), 119–123. https://doi.org/10.15408/aism.v3i2.14516
  15. [15] Hair, J. F., Babin, B. J., Anderson, R. E., & Black, W. C. (2019). Multivariate Data Analysis (8th ed.). Cengage Learning Asia.
  16. [16] Hair, J. F., Howard, M. C., & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109, 101–110. https://doi.org/10.1016/j.jbusres.2019.11.069
  17. [17] Hair Jr., J., Page, M., & Brunsveld, N. (2019). Essentials of Business Research Methods (4th ed.). Routledge. https://doi.org/10.4324/9780429203374
  18. [18] Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. In European Business Review (Vol. 31, Issue 1, pp. 2–24). Emerald Group Publishing Ltd. https://doi.org/10.1108/EBR-11-2018-0203
  19. [19] IDCloudHost. (2020, 6 Mei). Video conference: Pengertian, fungsi, manfaat, dan rekomendasi aplikasi. Retrieved November 21, 2025, from https://idcloudhost.com/blog/video-conference-pengertian-fungsi-manfaat-dan-rekomendasi-aplikasi/
  20. [20] Jangir, K., Sharma, V., Taneja, S., & Rupeika-Apoga, R. (2023). The Moderating Effect of Perceived Risk on Users’ Continuance Intention for FinTech Services. Journal of Risk and Financial Management, 16(1). https://doi.org/10.3390/jrfm16010021
  21. [21] Jatimoyo, D., Rohman, F., & Djazuli, A. (2021). The effect of Perceived Ease of Use on continuance intention through Perceived Usefulness and trust. International Journal of Research in Business and Social Science (2147- 4478), 10(4), 430–437. https://doi.org/10.20525/ijrbs.v10i4.1223
  22. [22] Jeon, W., Ahn, C., & Gwon, H. (2021). Causal model of participation, Perceived Enjoyment and learning attitudes in “the 0th period physical education class” of middle schools in south korea. International Journal of Environmental Research and Public Health, 18(14). https://doi.org/10.3390/ijerph18147668
  23. [23] Juanli, L., Lei, H., Yubo, W., Ye, L., Sleiman, K. A. A., & Suliman, M. A. E. (2025). An empirical investigation of E-loyalty formation for online shopping in China. Acta Psychologica, 258. https://doi.org/10.1016/j.actpsy.2025.105135
  24. [24] Keni, K. (2020). How Perceived Usefulness and Perceived Ease of Use Affecting Intent to Repurchase? Jurnal Manajemen, 24(3), 481. https://doi.org/10.24912/jm.v24i3.680
  25. [25] Kuo, C. S., & Hsu, C. C. (2022). Continuance Intention to Use and Perceived Net Benefits as Perceived by Streaming Platform Users: An Application of the Updated IS Success Model. Behavioral Sciences, 12(5). https://doi.org/10.3390/bs12050124
  26. [26] Kurniawan, A. C., Rachmawati, N. L., Ayu, M. M., Ong, A. K. S., & Redi, A. A. N. P. (2024). Determinants of Satisfaction and continuance intention towards online food delivery service users in Indonesia post the COVID-19 pandemic. Heliyon, 10(1). https://doi.org/10.1016/j.heliyon.2023.e23298
  27. [27] Li, L., Wang, Q., & Li, J. (2022). Examining continuance intention of online learning during COVID-19 pandemic: Incorporating the theory of planned behavior into the expectation–confirmation model. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.1046407
  28. [28] Navarro, M. M., Prasetyo, Y. T., Young, M. N., Nadlifatin, R., & Redi, A. A. N. P. (2021). The perceived Satisfaction in utilizing learning management systems among engineering students during the COVID-19 pandemic: Integrating task technology fit and extended technology acceptance model. Sustainability (Switzerland), 13(19). https://doi.org/10.3390/su131910669
  29. [29] Nguyen, G. do, & Dao, T. H. T. (2024). Factors influencing Continuance Intention to Use mobile banking: an extended expectation-confirmation model with moderating role of trust. Humanities and Social Sciences Communications, 11(1). https://doi.org/10.1057/s41599-024-02778-z
  30. [30] Park, J. H., Lee, C. W., & Do, C. (2025). Examining Users’ Acceptance Intention of Health Applications Based on the Technology Acceptance Model. Healthcare (Switzerland), 13(6). https://doi.org/10.3390/healthcare13060596
  31. [31] Populix. (2020) Aplikasi video conference saat pandemi, apa yang berubah? Populix. Retrieved October 31, 2025, from https://info.populix.co/articles/video-conference-adalah/
  32. [32] Puspitasari, I., Rusydi, F., Nuzulita, N., & Hsiao, C. S. (2023). Investigating the role of utilitarian and hedonic goals in characterizing customer loyalty in E-marketplaces. Heliyon, 9(8). https://doi.org/10.1016/j.heliyon.2023.e19193
  33. [33] Qiu, T., Li, H., Chen, Y., Zeng, H., & Qian, S. (2024). Continuance intention toward VR games of intangible cultural heritage: A stimulus-organism-response perspective. Virtual Reality, 28(3). https://doi.org/10.1007/s10055-024-01043-7
  34. [34] Redaksi Tempo. (2023, 20 Juni). Survei Populix: 45 persen karyawan gunakan platform berbasis kecerdasan buatan. Tempo. Retrieved May 10, 2026, from https://www.tempo.co/sains/survei-populix-45-persen-karyawan-gunakan-platform-berbasis-kecerdasan-buatan-175272
  35. [35] Ruangkanjanases, A., Khan, A., Sivarak, O., Rahardja, U., & Chen, S. C. (2024). Modeling the Consumers’ Flow Experience in E-commerce: The Integration of ECM and TAM with the Antecedents of Flow Experience. SAGE Open, 14(2). https://doi.org/10.1177/21582440241258595
  36. [36] Sae-tae, K., & Wang, Q. (2024). Satisfied but no payment: The impact of perceived value on continuance intention and purchase intention in music streaming services. Telematics and Informatics Reports, 16. https://doi.org/10.1016/j.teler.2024.100179
  37. [37] Shah, A. M., Yan, X., & Qayyum, A. (2022). Adoption of mobile food ordering apps for O2O food delivery services during the COVID-19 outbreak. British Food Journal, 124(11), 3368–3395. https://doi.org/10.1108/BFJ-09-2020-0781
  38. [38] Shi, M., Deng, L., Zhang, M., & Long, Y. (2025). How telepresence and Perceived Enjoyment mediate the relationship between interaction quality and continuance intention: Evidence from China Zisha-ware Digital Museum. PLoS ONE, 20(1 January). https://doi.org/10.1371/journal.pone.0317784
  39. [39] Song, H. G., & Jo, H. (2023). Understanding the Continuance Intention of Omnichannel: Combining TAM and TPB. Sustainability (Switzerland), 15(4). https://doi.org/10.3390/su15043039
  40. [40] Suzianti, A., & Paramadini, S. A. (2021). Continuance intention of e-learning: The condition and its connection with open innovation. Journal of Open Innovation: Technology, Market, and Complexity, 7(1). https://doi.org/10.3390/JOITMC7010097
  41. [41] Tahar, A., Riyadh, H. A., Sofyani, H., & Purnomo, W. E. (2020). Perceived Ease of Use, Perceived Usefulness, perceived security and intention to use e-filing: The role of technology readiness. Journal of Asian Finance, Economics and Business, 7(9), 537–547. https://doi.org/10.13106/JAFEB.2020.VOL7.NO9.537
  42. [42] Tang, Y. M., Lau, Y. Y., & Ho, U. L. (2023). Empowering Digital Marketing with Interactive Virtual Reality (IVR) in Interior Design: Effects on Customer Satisfaction and Behaviour Intention. Journal of Theoretical and Applied Electronic Commerce Research, 18(2), 889–907. https://doi.org/10.3390/jtaer18020046
  43. [43] Toros, E., Asiksoy, G., & Sürücü, L. (2024). Refreshment students’ Perceived Usefulness and attitudes towards using technology: a moderated mediation model. Humanities and Social Sciences Communications, 11(1). https://doi.org/10.1057/s41599-024-02839-3
  44. [44] Tsai, H., Lee, Y. P., & Ruangkanjanases, A. (2020). Understanding the Effects of Antecedents on Continuance Intention to Gather Food Safety Information on Websites. Frontiers in Psychology, 11. https://doi.org/10.3389/fpsyg.2020.579322
  45. [45] Wang, T., Lin, C. L., & Su, Y. S. (2021). Continuance intention of university students and online learning during the covid-19 pandemic: A modified expectation confirmation model perspective. Sustainability (Switzerland), 13(8). https://doi.org/10.3390/su13084586
  46. [46] Wang, W., & Wu, S. (2024). Analyzing User Psychology and Behavior in Short-Form Video Shopping Platforms: An Integrated TAM and ISS Model Approach. SAGE Open, 14(4). https://doi.org/10.1177/21582440241287076
  47. [47] Xiao, H., Chiu, W., & Shen, S. (2024). Understanding Individuals’ Continuance Intention to Use Advanced Driver Assistance Systems: An Integrated Application of Partial Least Squares Structural Equation Modeling and Necessary Condition Analysis. Systems, 12(12). https://doi.org/10.3390/systems12120589
  48. [48] Zoom Communications, Inc. (n.d.). Survey finds government employees favor Zoom. Zoom. Retrieved November 28, 2025, from https://www.zoom.com/en/industry/government/resources/gov-workers-zoom

Most read articles by the same author(s)

1 2 > >> 

Similar Articles

You may also start an advanced similarity search for this article.