Abstract :

The purpose of this study is to explore the variables influencing how the OneFlux CRM system is actually used within PT Dayamitra Telekomunikasi Tbk (Mitratel), based on the development of the Innovation Resistance Theory model. OneFlux is an integrated digital system developed to improve operational efficiency and infrastructure data management. However, its adoption rate remains low across several regions, with usage levels below 50%. This research adopts a quantitative methodology utilizing Structural Equation Modeling (SEM), based on responses obtained from 100 individuals who use the OneFlux system. The study examines variables comprising functional barriers—namely Usage Barrier, Value Barrier, and Risk Barrier—as well as psychological barriers such as Tradition Barrier and Image Barrier), and Technology Anxiety, all in relation to Innovation Resistance, as well as the influence of Innovation Resistance on Actual Usage. The findings indicate that Value Barrier, Risk Barrier, Tradition Barrier, and Technology Anxiety significantly and positively impact Innovation Resistance, whereas Usage Barrier and Image Barrier do not exhibit a statistically significant effect. Additionally, Innovation Resistance has a significant negative effect on Actual Usage. This study provides a theoretical contribution by extending the application of IRT within the context of mandatory system usage and by introducing Technology Anxiety as a new variable. From a managerial perspective, the findings offer strategic direction to reduce user resistance by enhancing perceived value, mitigating risk, shifting work habits, and providing training to lower technology-related anxiety.

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Keywords :

Actual Usage, Innovation Resistance, IRT, OneFlux, Technology anxiety

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