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Muhammad Daffa Satria Meidi Prakosa, Anderes Gui (2024) Analysis of Factors Affecting User
Satisfaction with Using the Quick Response Code Indonesian Standard (QRIS) Payment System (06)
06, https://doi.org/10.36418/syntax-idea.v3i6.1227
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Ridwan Institute
ANALYSIS OF FACTORS AFFECTING USER SATISFACTION WITH USING THE
QUICK RESPONSE CODE INDONESIAN STANDARD (QRIS) PAYMENT SYSTEM
Muhammad Daffa Satria Meidi Prakosa, Anderes Gui
Bina Nusantara University, Indonesia
Email: [email protected], [email protected]
Abstract
Quick Response Indonesian Code (QRIS) is a new innovation that makes payments faster
compared to other digital payments as it takes less than a minute to make a payment.
Implementing QRIS has a reputation for making every transaction fast, easy and effective.
Due to its effectiveness and ease of use, QRIS has exploded in popularity across Indonesia
and across generations. Purpose this study explores which factors may influence user
satisfaction when using the Quick Response Indonesia standard payment system. In this
study, the researchers used a quantitative descriptive study. Based on research conducted by
distributing questionnaires to 400 respondents, the results obtained from the correspondent
questionnaire were that the percentage of QRIS users was 43.5% between 17-22 years, 38.7%
between 22-30 years, 13.2% over 30 years and 4 .6% over 30 years.
Keywords: QRIS, User Satisfaction, Perceived Ease of Use, Perceived Usefulness,
SmartPLS.
INTRODUCTION
Evolving technologies significantly influence the development of diverse information
systems. One notable example is the Quick Response Indonesia Standard (QRIS), a digital
payment system implemented in collaboration with Bank Indonesia to enhance the efficiency,
speed, and security of QR code-based transactions (Ameen, Al-Ali, Isaac, & Mohammed,
2020; DeLone & McLean, 2003). QRIS supports various payment applications offered by
banks and other service providers, catering to public use across a wide range of merchants,
stores, kiosks, parking facilities, and ticketing outlets displaying the QRIS logo (Gluck, 1996;
Indonesia, 2020; Tiwari, 2016).
According to a report from the Indonesian Fintech Association, the digital payment
landscape in Indonesia is characterized by three primary areas of financial technology
(fintech): payment gateways, electronic money, and the QRIS. These technologies are deemed
critical to the primary business model of digital payments in Indonesia, with notable growth
observed among providers in recent years (Azzahroo & Estiningrum, 2021; Sausi, Mtebe, &
Mbelwa, 2021)
The adoption of QRIS as a QR code-based transactional tool, introduced in early 2020,
reflects the ongoing National Movement toward a cashless society, supported by government
initiatives and banking institutions (Bisnis et al., 2022; Saputri, 2020). Despite these
advancements, challenges such as usability issues with payment gateways and transaction
JOURNAL SYNTAX IDEA
p–ISSN: 2723-4339 e-ISSN: 2548-1398
Vol. 6, No. 06, Juni 2024
Muhammad Daffa Satria Meidi Prakosa, Anderes Gui
2576 Syntax Idea, Vol. 6, No. 06, Juni 2024
errors have prompted some users to reconsider the adoption of QRIS as a preferred payment
method (Mainardes, Costa, & Nossa, 2023; Weerakkody, Irani, Lee, Hindi, & Osman, 2014).
In summary, the introduction of QRIS represents a significant step in advancing digital
payment systems in Indonesia, aligned with broader efforts to promote cashless transactions
and consumer protection within the financial technology sector
RESEARCH METHOD
In conducting this study, the authors designed a research framework for analysis based
on the questions posed (Noor, 2020). Discussions on this issue are enlightened by relevant
concepts and theories that help solve the research question. The research topic is "analysis of
factors affecting user satisfaction when using the QRIS (Quick Response Code Indonesia
Standard) payment system". To be successful in research, researchers must pay attention to
factors that have a significant impact. Knowing these factors can help researchers increase the
chances of project success and take preventative measures to prevent unwanted events from
happening. In this study, the researchers used a quantitative descriptive study. Quantitative
descriptive research describes, investigates, and explains things as they are studied, using
numbers to draw conclusions from observable phenomena (Sulistyawati, Wahyudi, &
Trinuryono, 2022).The phases of research are:
Figure 1 Research Phases
Hypothesis Development
This study is a study aimed at testing:
1. Impact of IS security on perceived benefits. IS security is information or privileges that are
kept confidential within QRIS. Perceived usefulness is a variable that represents an
individual's level of belief that using a particular system will improve performance. Due to
the existence of information security in QRIS, we believe that it may increase or affect
confidence in the execution of QRIS transactions.
Hypothesis 1 (H1)
He goal of Hypothesis 1 is to determine whether there is a substantial relationship
between IS security and perceived usefulness.
Ho: IS security has no major impact on perceived utility.
H1: IS security significantly affects perceived advantage
Impact of quality of service on perceived usefulness. Service quality is evaluated based on the
level of service demanded by QRIS users. Perceived usefulness is a variable that represents an
individual's level of belief that using a particular system will improve performance. It is
Analysis of Factors Affecting User Satisfaction with Using the Quick Response Code
Indonesian Standard (QRIS) Payment System
Syntax Idea, Vol. 6, No. 06,Juni 2024 2577
believed that the superior performance/service delivered by QRIS will increase the confidence
and effectiveness of executing QRIS transactions.
Hypothesis 2 (H2)
The goal of Hypothesis 2 is to determine whether there is a substantial relationship
between service quality and perceived usefulness.
H0: perceived usefulness is not much influenced by service quality.
H2: Service quality significantly impacts perceived usefulness.
The effect of service quality on perceived ease of use. Service quality is assessed based
on the degree of service required by QRIS users. Perceived ease of use is the characteristic
that influences how much work a user must exert to operate her QRIS. It is assumed that good
performance/realization of performance in QRIS improves confidence that her QRIS
transaction may be conducted easily and effectively.
Hypothesis 3 (H3)
The purpose of Hypothesis 3 is whether there is a significant impact between quality of
service and usability.
Ho: Quality of service does not significantly affect usability.
H3: Quality of service has a great impact on user experience.
The impact of ``trust in the system'' on perceived ease of use. 'System Trust' evaluates
how much users trust the system QRIS uses to operate. Perceived ease of use is the variable
that determines how much effort a user has to expend in operating her QRIS. It is assumed
that users' trust in QRIS's system increases/enables their trust in executing QRIS transactions.
Hypothesis 4 (H4)
The purpose of Hypothesis 4 is whether there is a significant impact between trust in the
system and perceived ease of use.
Ho:Confidence in the system does not significantly affect perceived usability.
H4: Confidence in a system has a large impact on perceived ease of use.
Five. The impact of trust in the system on perceived usefulness. Confidence in the
system measures how much users trust the system that QRIS uses during its operation.
Perceived usefulness is a variable that represents an individual's level of belief that using a
particular system will improve performance. User confidence in QRIS's system increases user
satisfaction and improves performance in performing potentially effective QRIS transactions.
Hypothesis 5 (H5)
The purpose of Hypothesis 5 is whether there is a significant impact between trust in the
system and perceived usefulness.
Ho: Confidence in the system does not significantly affect perceived usefulness.
Confidence in a system has a large impact on its perceived usefulness.
Impact of 'system trust' on user satisfaction. 'System Trust' evaluates how much users
trust the system QRIS uses to operate. User Satisfaction is the variable that determines how
satisfied the user is with her QRIS operation. User confidence in QRIS's system is believed to
increase user satisfaction/efficiency when executing QRIS trades.
Hypothesis 5 (H5)
Muhammad Daffa Satria Meidi Prakosa, Anderes Gui
2578 Syntax Idea, Vol. 6, No. 06, Juni 2024
The purpose of Hypothesis 5 is whether there is a significant impact between trust in the
system and user satisfaction.
Ho:Confidence in the system does not significantly affect user satisfaction.
H6: Confidence in the system has a significant impact on user satisfaction.
Impact of perceived usefulness on user satisfaction. Perceived usefulness is a variable
that represents an individual's level of belief that using a particular system will improve
performance. User Satisfaction is the variable that determines how satisfied the user is with
her QRIS operation. User confidence in improving the performance of QRIS's system is
believed to increase user satisfaction and effectiveness when performing QRIS transactions.
Hypothesis 6 (H6)
The purpose of Hypothesis 6 is whether there is a significant impact between perceived
usefulness and user satisfaction.
Ho: Perceived benefits do not significantly affect user satisfaction.
H7: Perceived usefulness has a large impact on user satisfaction.
Impact of perceived usability on user satisfaction. Perceived ease of use is the variable
that determines the extent to which the user does not have to feel that she is putting in a lot of
effort operating her QRIS. User Satisfaction is the variable that determines how satisfied the
user is with her QRIS operation. We believe that the user's confidence that he can use QRIS
without much effort will increase the user's satisfaction and effect when executing QRIS
trades.
Hypothesis 8 (H8)
The purpose of Hypothesis 7 is whether there is a significant impact between perceived
usefulness and user satisfaction.
Ho: Perceived usability does not have a significant impact on user satisfaction.
H8: Ease of use greatly affects user satisfaction. It has a big impact on user satisfaction.
Figure 2 Proposed Research
Analytic Method
Data analysis is a very important stage in research. Correct and precise data analysis can
produce correct research conclusions (Creswell, 2016). Therefore, the researcher divides the
analysis into 2 parts, namely:
Analysis of Factors Affecting User Satisfaction with Using the Quick Response Code
Indonesian Standard (QRIS) Payment System
Syntax Idea, Vol. 6, No. 06,Juni 2024 2579
Descriptive Analysis
In this analysis, researchers used the SmartPLS application as a tool for researchers in
conducting descriptive analysis (dqlab, 2021).
Hypothesis Test
Hypothesis testing is a process for analyzing the strength of the relationship between
variables based on the sample results obtained, and providing the results for making related
decisions. According to Sugiyono, the hypothesis is a temporary answer to the formulation of
the problem. Because it is still temporary, it needs to be verified through empirical data
collected (Sugiyono, 2019). In testing this hypothesis.
RESULT AND DISCUSSION
Reliability Test
Data validation for reliability testing includes Cronbach's alpha analysis and a
composite reliability score assessment. If Cronbach's alpha and combined reliability are less
than 0.7, the data is considered unreliable (Hadi Ismanto & Pebruary, 2021). Cronbach's alpha
and combination reliability test results are presented below.
Cronbach’s alpha
A Cronbach alpha test, performed on questionnaire data completed by 400 respondents,
showed that all variables had values of 0.70 or greater, and thus could be declared reliable.
Table 1 Cronbach's Alpha Figure
Cronbach's Alpha
Limit
Result
Information System Security
0.729
≥0.60
Reliable
Perceived Ease of Use
0.713
≥0.60
Reliable
Perceived Usefulness
0.720
≥0.60
Reliable
Service Quality
0.782
≥0.60
Reliable
Trust in System
0.749
≥0.60
Reliable
User Satisfaction
0.673
≥0.60
Reliable
Composite Reilability
Table 2 Composite Reliability Test
Limit
Result
Information System Security
≥0.60
Reliable
Perceived Ease of Use
≥0.60
Reliable
Perceived Usefulness
≥0.60
Reliable
Service Quality
≥0.60
Reliable
Trust in System
≥0.60
Reliable
User Satisfaction
≥0.60
Reliable
All variables were declared reliable because they had a value of 0.60 or higher in a combined
reliability test conducted on questionnaire data from 400 respondents.
Muhammad Daffa Satria Meidi Prakosa, Anderes Gui
2580 Syntax Idea, Vol. 6, No. 06, Juni 2024
Hypothetical Analysis
Table 3 Hipothetical Test Result
Original
Sample
(O)
Sample
Mean
(M)
Standard
Deviation
(STDEV)
T Statistics
(|O/STDEV|)
P
Values
Result
Information
System Security
-> Perceived
Usefulness
0.273
0.276
0.063
4.324
0.000
Accepted
Perceived Ease
of Use -> User
Satisfaction
0.199
0.205
0.064
3.093
0.002
Accepted
Perceived
Usefulness ->
User
Satisfaction
0.323
0.324
0.074
4.355
0.000
Accepted
Service Quality
-> Perceived
Ease of Use
0.585
0.588
0.059
9.882
0.000
Accepted
Service Quality
-> Perceived
Usefulness
0.393
0.394
0.062
6.329
0.000
Accepted
Trust in System
-> Perceived
Ease of Use
0.239
0.235
0.065
3.686
0.000
Accepted
Trust in System
-> Perceived
Usefulness
0.214
0.209
0.068
3.138
0.002
Accepted
Trust in System
-> User
Satisfaction
0.321
0.314
0.067
4.807
0.000
Accepted
Hypothetical Results
- H1 indicates a substantial relationship between IS Security variables and perceived
usefulness variables.
- H2 indicates a substantial relationship between service quality variables and perceived
usefulness variables.
- H3 indicates a substantial relationship between service quality variables and perceived
ease of use.
- H4 indicates a substantial relationship between trust in system variables and perceived
ease of use.
- H5 indicates a substantial relationship between trust in system variables and perceived
usefulness variables.
- H6 indicates a substantial relationship between variable trust in the system and the
variable 'user satisfaction.
- H7 indicates a substantial relationship between variable perceived usefulness with
respect to user satisfaction
Analysis of Factors Affecting User Satisfaction with Using the Quick Response Code
Indonesian Standard (QRIS) Payment System
Syntax Idea, Vol. 6, No. 06,Juni 2024 2581
- H8 indicates a substantial relationship between variable perceived usability and the
user satisfaction variable.
CONCLUSIONS
Based on research conducted by distributing questionnaires to 400 respondents, the
results obtained from the correspondent questionnaire were that the percentage of QRIS users
was 43.5% between 17-22 years, 38.7% between 22-30 years, 13.2% over 30 years and 4 .6%
over 30 years. So it can be concluded that QRIS users in this study are millennials, they are
able to make digital payment transactions using QRIS easily, quickly and safely. This study is
adapted and uses the Delone and McClean IS Success model, with a total of 400 respondents.
The variables are IS security, perceived usefulness, perceived ease of use, trust in the system,
system quality, and user satisfaction. The researcher conducted the analysis with the
assistance of the SmartPLS (Partial Least Square) application, which resulted in the following
hypotheses The influence of the IS Security variable on Perceived Usefulness achieved a p-
value <0.05, which is 0.000 and T-Statistic > 1,966, which is 4,324. As a result, H1 states that
there is a substantial relationship between the IS Security variable and the Perceived
Usefulness variable. The Service Quality variable had a significant effect on Perceived
Usefulness, with a p-value of 0.000 and a T-Statistic of 6,329. As a result, H1 states that there
is a substantial relationship between the IS Security variable and the Perceived Usefulness
variable. The Service Quality variable had a significant impact on Perceived Ease of Use,
with a p-value of <0.05 (0.000) and a T-Statistic of >1,966 (=9,882). As a result, H1 says that
there is a substantial relationship between the Service Quality factors and Perceived Ease of
Use. The Trust in System variable had a significant impact on Perceived Ease of Use, with a
p-value of <0.05 (0.000) and a T-Statistic of >1,966 (3686). As a result, H4 indicates that the
variable Trust in System has no significant effect on Perceived Ease of Use. The Trust in
System variable had a significant impact on Perceived Usefulness with a p-value of <0.05
(0.000) and a T-Statistic of >1,769 (6.329). As a result, H1 states that it has a considerable
influence on both the IS Security and the Perceived Usefulness variables. The Trust in System
variable had a significant impact on User Satisfaction, with a p-value of <0.05 (0.000) and a
T-Statistic > 1,966 (4.807). Therefore, H1 states that the Trust in System variable has a strong
influence on User Satisfaction. Variable. Perceived usefulness had a significant effect on user
satisfaction, with a p-value of 0.000 and a T-statistic of 4,355. As a result, H1 states that there
is a substantial relationship between the variables Perceived Usefulness and User Satisfaction.
The Perceived Ease of Use variable had a significant effect on User Satisfaction, with a p-
value of <0.05 (0.002) and a T-Statistic of >1,966, which equals 3,093. As a result, H1 states
that there is a substantial relationship between the Perceived Ease of Use variable and the
User Satisfaction variable. Based on their findings, the researchers divided their ideas into two
parts. Practical recommendations for service providers, as well as theoretical
recommendations for future researchers studying the same issue or topic.. One of the main
advantages of SPH is its ability to model complex geometries without the need for a fixed
mesh, which makes it a suitable method for simulating irregular and heterogeneous structures.
The reviewed articles demonstrated the use of SPH for optimizing the shape and size of
Muhammad Daffa Satria Meidi Prakosa, Anderes Gui
2582 Syntax Idea, Vol. 6, No. 06, Juni 2024
rubble-mound breakwaters, armour units, low-crested structures, and artificial reefs. The
results showed that SPH can provide valuable insights into the behaviour of these structures
under different wave conditions and help to improve their design and performance. In
addition, the reviewed articles demonstrated the use of SPH for simulating tsunami run-up
and inundation, which can help to assess the vulnerability of coastal communities and develop
effective tsunami mitigation measures. SPH has also been used for modelling sediment
transport and assessing the impact of coastal protection structures on sediment dynamics.
Despite its advantages, SPH also has some limitations that need to be addressed. One of
the main challenges of SPH is the accurate modelling of fluid-structure interactions, which
requires a proper treatment of the boundary conditions and the coupling between the fluid and
structure domains. In addition, the computational cost of SPH simulations can be high, which
limits its applicability for large-scale problems.
Overall, the systematic literature review showed that SPH has a great potential for
optimizing coastal protection structures and assessing their performance under different wave
conditions. The reviewed articles demonstrated the versatility and accuracy of SPH for
simulating various hydrodynamic phenomena and optimizing different types of coastal
protection structures. Further research is needed to address the challenges and limitations of
SPH and to develop more efficient and accurate numerical models for coastal engineering
applications.
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