A Modified TAM-ECT Model for Evaluating User Satisfaction and Behavioral Intention in Community-Based Internet Services

Abstrak

This study develops and validates a modified Technology Acceptance Model–Expectation Confirmation Theory (TAM-ECT) framework to evaluate user satisfaction and behavioral intention in the context of community-based internet services (RT/RW Net). Unlike prior TAM-ECT studies predominantly conducted in commercial ISP or e-service environments, this research explicitly focuses on decentralized, community-managed internet services characterized by informal governance structures, low switching barriers, and non-contractual user relationships. Addressing the lack of research on decentralized internet service models, this study integrates external factors service quality, cost-effectiveness, system quality, and customer support and moderating factors, namely digital literacy and switching cost. A quantitative survey approach was employed, collecting valid responses from 803 active users between January and March 2025. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) and Importance-Performance Map Analysis (IPMA). The results demonstrate that perceived ease of use strongly influences perceived usefulness and behavioral intention, while perceived usefulness significantly impacts both user satisfaction and behavioral intention. Notably, and contrary to the core assumption of Expectation Confirmation Theory, user satisfaction does not significantly predict behavioral intention, indicating a context-specific deviation in community-based digital services where pragmatic usability considerations outweigh affective satisfaction. External factors such as customer support and system quality significantly affect user perceptions, highlighting the importance of technical performance and user experience in decentralized service settings. Digital literacy positively moderates the relationship between perceived ease of use and behavioral intention. The IPMA findings reveal that ease of use, service usefulness, and customer support are the most critical areas for improvement. Theoretically, this study extends TAM-ECT by demonstrating that continuance intention in community-based internet services is driven more by usability and functional value than by satisfaction-driven confirmation mechanisms commonly observed in commercial platforms. This study offers practical insights for optimizing technical quality, service functionality, and user digital competencies to foster sustainable adoption in community-managed internet infrastructures.

Kata kunci

• Behavioral intention
• Community-based internet services
• TAM-ECT