Is MyPertamina a solution or problem maker? Developing customer trust to answer

Abstract

Purpose This study aims to develop customer trust through information quality, customer awareness, and perceived value. This study is motivated by the hustle and bustle occurred as the result of the socialization of MyPertamina, a digital payment service for subsidized fuel customers in 11 areas of 4 provinces in Indonesia. The hustle and bustle can be viewed as customer distrust of MyPertamina. However, customer trust is a business success key. Is MyPertamina a solution or problem maker for customers to buy subsidized fuel? Design/methodology/approach The design of this study is survey. Primary data are collected through questionnaires sent to subsidized fuel customers in the socialization areas of MyPertamina. The data are processed using SPSS and Amos programs. Findings PV, IQ and CA, respectively, can develop CT on MyPertamina. Although the PV cannot strengthen the effect of CA on CT, the construct can strengthen the effect of IQ on CT. Practical implications Indonesian Government via Pertamina, a state-owned enterprise, must develop CT through IQ, CA and PV to succeed the application of MyPertamina. Originality/value This study develops IQ, CA and PV based on technology acceptance model and theory of reasoned action to develop CT on MyPertamina.