The Role of Social Influence and Security Risk in Shaping Intention to Use Ride-Hailing in West Papua: A Theory of Planned Behavior Perspective

Dewi Aulia Nurhayati Maswatu; Dedi Iskandar Inan; Ratna Juita; Muhammad Indra

doi:10.32736/sisfokom.v14i2.2333

Authors

Dewi Aulia Nurhayati Maswatu Department of Informatics, University of Papua, Manokwari, Papua Barat, Indonesia
Dedi I Inan Department of Informatics, University of Papua, Manokwari, Papua Barat, Indonesia
Ratna Juita Department of Informatics, University of Papua, Manokwari, Papua Barat, Indonesia
Muhammad Indra Department of Informatics, University of Papua, Manokwari, Papua Barat, Indonesia

DOI:

https://doi.org/10.32736/sisfokom.v14i2.2333

Keywords:

Service Performance, User Intention, Ride-hailing, User Behavior, Theory of Planned Behavior

Abstract

This study explores the adoption of ride-hailing services in West Papua, a developing region in Indonesia, where concerns about service performance and security risks influence user decisions. Guided by the Theory of Planned Behavior (TPB), the research examines how service performance, social influence, and perceived security risks affect users’ behavioral intention and actual usage. A total of 158 valid responses were collected through a quantitative survey, and data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Findings reveal that service effectiveness and social influence significantly influence behavioral intention, while efficiency and certainty do not. Additionally, certainty, effectiveness, and behavioral intention strongly affect user behavior. The model demonstrates moderate explanatory power with R² values of 0.561 for behavioral intention and 0.600 for user behavior. These results suggest that enhancing perceived service effectiveness and leveraging social influence can encourage adoption in regions with limited digital infrastructure. The study contributes to understanding technology acceptance in underdeveloped areas and offers practical insights for ride-hailing providers aiming to improve user trust and engagement.

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