Analysis of User Adaptation to the My Capella Application based on the Coping Model of User Adaptation (CMUA)

Abstract

The My Capella application developed by PT Capella Dinamik Nusantara was designed to facilitate customer access to digital services, particularly for booking Honda motorcycle servicing. However, its use still encounters several challenges, especially regarding user adaptation. These include difficulties in understanding and utilizing features, a complex interface, and insufficient user guidance. This study aims to analyze and identify user adaptation behavior toward the My Capella application in the Pekanbaru area using the Coping Model of User Adaptation (CMUA), which evaluates how users respond to new technologies through cognitive and emotional processes. The research findings support four accepted hypotheses: opportunity appraisal significantly influences problem-focused adaptation; secondary appraisal significantly influences both problem-focused and emotion-focused adaptation; and threat appraisal significantly influences problem-focused adaptation. The strongest effect was observed in the relationship between secondary appraisal and problem-focused adaptation, with a t-statistic of 7.259 > 1.960. These findings indicate that users respond to the My Capella application both cognitively and emotionally, aligning with the CMUA framework and reflecting adaptation processes that are both problem-focused and emotion-focused. Therefore, it is recommended that application developers provide interactive training modules, regular outreach or user engagement sessions, and improvements to the user interface (UI/UX) design to make it more intuitive. These efforts can enhance users' understanding and comfort in using application features—especially during system updates.