Extending UTAUT with Perceived Trust and Perceived Risk to Explain Telehealth Revisit Intention Among Young Adults in Jakarta, Indonesia: A PLS-SEM Study

Ariadne Vihana Novalia; Frentzen Fernando Setiady; Yuli Eni

doi:10.56427/jcbd.v5i3.1049

Authors

Ariadne Vihana Novalia Bina Nusantara University https://orcid.org/0009-0005-4808-0112
Frentzen Fernando Setiady Bina Nusantara University
Yuli Eni Bina Nusantara University https://orcid.org/0000-0003-0437-2437

DOI:

https://doi.org/10.56427/jcbd.v5i3.1049

Keywords:

Extended UTAUT, Perceived trust, Perceived risk, Revisit intention, Telehealth

Abstract

This study examines the determinants of young adults’ intention to revisit telehealth services in a post-pandemic developing-country setting. An extended Unified Theory of Acceptance and Use of Technology (UTAUT) framework incorporating perceived trust and perceived risk was applied. Data were collected from 12 September to 31 October 2025 using non-probability purposive sampling, yielding 294 valid responses from young adults who had used private telehealth platforms in Jakarta, Indonesia. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS. The model explained 63.1% of the variance in behavioral intention. Perceived trust was the strongest predictor of revisit intention (β = 0.391, p < 0.001), followed by performance expectancy (β = 0.241, p < 0.001), social influence (β = 0.169, p = 0.006), and effort expectancy (β = 0.150, p = 0.019). Facilitating conditions and perceived risk were not significant. The findings extend the UTAUT framework to a post-adoption telehealth context in an urban developing-country market. Practically, sustaining revisit intention depends more on cultivating perceived trust through reliable service delivery, transparent data practices, and consistent platform performance than on technical support or direct risk mitigation.

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