Explaining the Continued Use of IPB Mobile for Student: Extending UTAUT with Trust and Perceived Service Quality

Background: The development of digital transformation in higher education has encouraged the use of mobile-based academic information systems as the primary means of academic services. In the context of continued use (post-adoption), continued use may depend on trust and the quality of users' service experiences as well as functionality and ease of use. Objective: This study aims to analyze the factors influencing the continued use of the IPB Mobile for Student application using an extended Unified Theory of Acceptance and Use of Technology (UTAUT) model that incorporates trust and perceived service quality (PSQ). Methods: This study used a quantitative approach with questionnaire responses from 382 active IPB University students who regularly use the IPB Mobile for Student application. Data analysis was conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM). Results: Perceived service quality was associated with behavioral intention (β = 0.349, p < 0.001), as were trust (β = 0.178, p < 0.001) and performance expectancy (β = 0.157, p < 0.001). Trust was associated with perceived service quality (β = 0.451, p < 0.001). Behavioral intention (β = 0.587) and facilitating conditions (β = 0.183) were associated with self-reported use behavior (both p < 0.001). Effort expectancy and social influence were not statistically significant predictors of intention. Conclusion: The findings extend the application of UTAUT to an academic-service post-adoption setting by estimating relationships involving trust and perceived service quality. Furthermore, this research offers practical implications for higher education institutions in improving the quality of mobile-based digital academic services with attention to stability, responsiveness, and user experience.