Functional Barriers and Innovation Resistance Following the Discontinuation of Conventional Services: The Mediating Role of User Characteristics Among Pln Mobile Users
DOI:
https://doi.org/10.59890/ijma.v4i4.77Keywords:
Functional Barriers, Innovation Resistance, User Characteristics, PLN Mobile, Digital TransformationAbstract
This study examines the effects of usage, value, and risk barriers on innovation resistance among PLN Mobile users and tests the mediating role of user characteristics. A cross-sectional survey of 200 Indonesian users selected through purposive sampling was analysed using PLS-SEM. Usage barrier (β=.315), value barrier (β=.285), risk barrier (β=.286), and user characteristics (β=.462) positively affected innovation resistance. User characteristics mediated the effect of usage barrier (β=.164), but not the effects of value barrier (β=.022) or risk barrier (β=.039). The model explained 74.2% of innovation resistance and demonstrated predictive relevance. Reducing resistance therefore requires a simpler interface, stronger perceived value and security, and targeted digital-literacy support during the transition from conventional services.
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