Evaluating User Acceptance of a Car Repair Service Ordering System Using the Technology Acceptance Model (TAM)
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Abstract
Automotive repair workshops increasingly require integrated digital systems to address operational problems associated with manual service reservations, limited cost transparency, and customers’ difficulty in monitoring repair progress. This study developed R-GUNS, a web-based automobile repair service ordering system that integrates online reservations, repair-status monitoring, service details, and cost information. The study aimed to examine users’ acceptance intentions toward the newly developed system. The Technology Acceptance Model (TAM) was employed as the theoretical framework, while the relationships among the research constructs were analyzed using partial least squares structural equation modeling (PLS-SEM) through SmartPLS 3. Data were collected from 97 respondents using an 11-item questionnaire measured on a five-point Likert scale. The model examined Perceived Ease of Use, Perceived Usefulness, Attitude Toward Using, and Behavioral Intention to Use. The findings showed that Perceived Ease of Use had significant positive effects on Perceived Usefulness and Attitude Toward Using. Perceived Usefulness significantly influenced both Attitude Toward Using and Behavioral Intention to Use, while Attitude Toward Using significantly affected Behavioral Intention to Use. These findings indicate that users are more likely to develop an intention to use R-GUNS when the system is perceived as easy to operate, beneficial, and supportive of a more transparent and efficient automobile repair service process.
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