Lucia Devlina Adventia Jelita

Widya Mandala Catholic University

Margaretha Ardhanari

Widya Mandala Catholic University

DOI: https://doi.org/10.19184/jeam.v25i1.60010

Keywords: Environmental, Social, and Governance (ESG), Ukuran Perusahaan, Kinerja Keuangan, Perbankan, Return On Assets

ABTRACT

After the pandemic, concerts began to be held again and were attended by many concertgoers. Generation Z and Generation Y are very enthusiastic about music concerts. This enthusiasm has given rise to a social phenomenon called the “ticket war". This phenomenon has led to numerous scams, so concert-goers should buy their tickets themselves through trusted applications. One of the main platforms providing international concert tickets is Tiket.com. Tiket.com needs to maintain service quality to retain user loyalty. This study analyses the influence of social influence, hedonic motivation, and facilitating conditions on continuance intention, mediated by perceived ease of use, perceived enjoyment, and satisfaction. Focusing on Gen Z and Millennial Tiket.com users in East Java, data from 284 valid respondents were analysed using Structural Equation Modelling (SEM-PLS). The findings reveal that social influence significantly enhances perceived ease of use, facilitating conditions improve satisfaction, and hedonic motivation increases perceived enjoyment. Furthermore, both perceived ease of use and perceived enjoyment positively affect satisfaction, which subsequently drives continuance intention. This study provides essential insights into sustaining user retention in competitive digital ticketing applications.

Keywords:  Continuance Intention, Hedonic Motivation, Facilitating Conditions, Social Influence, Ticket War

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