The Role of Satisfaction in the Relationship Between Trust, Perceived Usefulness, and Continuance Intention to Use Portal CEISA 4.0

Okta Dwi Hari Putra () and Grace Tianna Solovida
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Okta Dwi Hari Putra: Universitas BPD
Grace Tianna Solovida: Universitas BPD

A chapter in Proceedings of the 2nd International Conference on Business, Accounting, Banking, and Economics (ICBABE 2025), 2025, pp 293-305 from Springer

Abstract: Abstract This study analyzes the influence of perceived usefulness, trust, and satisfaction on continuance intention to use Portal CEISA 4.0 among users from companies that receiving the KITE facility under the Regional Office of the DJBC Central Java and D.I. Yogyakarta. Using a quantitative approach with Partial Least Squares Structural Equation Modeling (PLS-SEM), data were collected from 78 respondents via an online questionnaire and analyzed using SmartPLS. The results show that perceived usefulness significantly affects both satisfaction and continuance intention, while trust only influences satisfaction directly. However, trust has a significant indirect effect on continuance intention through satisfaction, indicating full mediation. Satisfaction emerges as the strongest determinant of continuance intention, both directly and as a mediator. The model showed strong predictive capability, with R2 values of 62.6% for continuance intention and 51.3% for satisfaction, supported by positive Q2 values. Effect size (f2) analysis revealed that satisfaction is the most influential factor on continuance intention (f2 = 0.391). It shows that the model can predict future user behavior and underscore satisfaction as the key mediating variable in sustaining system use. The research gaps of this study include the lack of studies on mandatory public service platforms, limited studies on the substitution of confirmation for trust in ECM, and diverse findings on the role of trust in ECM. These findings suggest that service providers need to improve platform functionality, ensure system reliability, build trust through transparency, and regularly assess user satisfaction to support policy development and long-term platform adoption.

Keywords: perceived usefulness; trust; satisfaction; continuance intention; PLS-SEM; Portal CEISA 4.0 (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-862-2_26

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