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

(Study on Users at the Customs and Excise Regional Office of Central Java and D.I. Yogyakarta)

DOI

10.2991/978-94-6463-862-2_26How to use a DOI?

Keywords

perceived usefulness; trust; satisfaction; continuance intention; PLS-SEM; Portal CEISA 4.0

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.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Okta Dwi Hari Putra
AU  - Grace Tianna Solovida
PY  - 2025
DA  - 2025/10/27
TI  - The Role of Satisfaction in the Relationship Between Trust, Perceived Usefulness, and Continuance Intention to Use Portal CEISA 4.0
BT  - Proceedings of the 2nd International Conference on Business, Accounting, Banking, and Economics (ICBABE 2025)
PB  - Atlantis Press
SP  - 293
EP  - 305
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-862-2_26
DO  - 10.2991/978-94-6463-862-2_26
ID  - Putra2025
ER  -