Analysis of Telkomsel 5G Customer Satisfaction in South Jakarta using the Technology Acceptance Model (TAM) Method

Abstract

This research focuses on measuring customer satisfaction with 5G technology in the context of internet services. By utilising the Technology Acceptance Model (TAM), this research aims to understand the extent to which acceptance of 5G technology impacts customer satisfaction. It is assumed that the level of customer satisfaction and customer acceptance of the product are interconnected, as satisfied customers are more likely to accept the product. Through the structural equation modelling (SEM) analysis method with the help of AMOS software, this study will provide valuable insights into the factors that influence customer acceptance and satisfaction in the internet service provider industry, with a focus on 5G technology products. T The study's findings could provide businesses significant insight about creating and sustaining their products in an extremely competitive marketplace. The PEOU variable, which measures customer satisfaction with sustainable use (PU), affects the way Telkomsel's 5G internet connection is used. Users change their behaviour once they feel the benefits, explaining why forcefully implemented technologies are not in line with users' intentions. Most users choose 5G because of their need and satisfaction with high-capacity internet. Furthermore, the usability variable (PU) is influenced by the ease of use variable (PEOU). The easier it is to use, the more useful it is. The behaviour variable is influenced by ease of use (PU) (AUB). The advantages of 5G connections, which include speed and accuracy, influence users' behavioural perceptions. Finally, benefits (PU) affect behaviour when using (AUB). The use of Telkomsel's 5G connection elicits positive behaviours, including satisfaction and consistent use. This connection offers advantages that make it a natural choice for users.