Factors Influencing the Use Behaviour on Online Appointment System using Extended UTAUT

The Philippines Statistics Authority (PSA) was among the bureaus that integrated ICT into their process during the pandemic to continually provide quality service without compromising the clients’ safety. Hence, an online appointment was deployed to control the number of clients on each transaction. This study aims to investigate on the user perception and the factors that influence the behavior of clients in using PSA’s online appointment system in Butuan City. Two hundred (200) respondents were surveyed using the Extended Unified Theory of Acceptance and Use of Technology and analyzed with Partial Least Square Structural Equation Modeling. The results reveal that habit positively influences the behavioral intention to use the online appointment system; thus, facilitating condition and behavioral intention influence the use behavior of the system. However, facilitating conditions, performance and effort expectancy, hedonic motivation, social influence, and price value did not impact the behavioral intention of the system’s use. In addition, the habit does not influence the use behavior of online appointments. The findings help implementers focus on key significant factors in the use behavior and adoption of e-appointment systems.