The mediating role of customer satisfaction in the influence of perceived usefulness, perceived ease of use on reuse intention

A study of iSeller POS in Denpasar City

Authors

  • Alfriando Muhammad Rifky Udayana University, Denpasar, Indonesia
  • Putu Yudi Setiawan Udayana University, Denpasar, Indonesia

Keywords:

perceived usefulness, perceived ease of use, customer satisfaction, reuse intention, Technology Acceptance Model

Abstract

This study examines the mediating role of customer satisfaction in the relationship between perceived usefulness, perceived ease of use, and reuse intention within the context of point-of-sale (POS) application usage in Indonesia. Grounded in the Technology Acceptance Model (TAM), this research addresses the growing challenge of sustaining post-adoption usage of digital business applications among small and medium-sized enterprises. Despite increasing adoption rates, many POS applications face discontinuance issues after initial implementation, indicating the importance of understanding post-adoption behavior. Using a quantitative explanatory approach, data were collected from POS application users in Denpasar through a structured online questionnaire. A total of valid responses were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that perceived usefulness and perceived ease of use have significant positive effects on both customer satisfaction and reuse intention. Customer satisfaction is also found to significantly influence reuse intention and partially mediates the relationships between perceived usefulness, perceived ease of use, and reuse intention. These findings contribute to the extension of TAM in a post-adoption context by emphasizing the central role of satisfaction as a psychological mechanism that translates cognitive evaluations into sustained usage behavior. Practically, the study provides insights for digital service providers to enhance user retention by improving system functionality, usability, and overall user experience.

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Published

2025-12-20

How to Cite

Rifky, A. M., & Setiawan, P. Y. (2025). The mediating role of customer satisfaction in the influence of perceived usefulness, perceived ease of use on reuse intention: A study of iSeller POS in Denpasar City. International Journal of Economic Perspectives, 19(12), 69–83. Retrieved from http://www.ijeponline.org/index.php/journal/article/view/1241

Issue

Vol. 19 No. 12 (2025)

Section

Peer Review Articles
Copyright & Licensing

Copyright (c) 2025 Alfriando Muhammad Rifky, Putu Yudi Setiawan

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