The Effect of Perception of Ease of Use, Benefits, Sustainability Risk, and Online Customer Service Quality on Continuation Intention to Use QRIS in the DIY Community
Abstract
It is crucial to comprehend the reasons impacting the continuous usage of digital payment systems, especially the Indonesian Quick Response Code (QRIS) in the Special Region of Yogyakarta (DIY), given their rapid expansion. Although QRIS adoption and its effects on SMEs have been studied in the past, there are currently few thorough studies that integrate the influence of perceived benefits, simplicity of use, sustainability risks, and the caliber of online customer support from the viewpoint of the consumer. The purpose of this study is to examine and evaluate how each independent variable affects the DIY community's intention to keep using QRIS. Using a quantitative methodology, this study gathers primary data using a questionnaire survey. SmartPLS 4 software was then used to analyze the data using Structural Equation Modeling (SEM) with Partial Least Squares (PLS). In this investigation, the structural model (inner model) for hypothesis testing and the measurement model (outer model) for validity and reliability were assessed. The findings indicate that although QRIS has been widely used, users' intentions to stick with it are not significantly influenced by perceived sustainability risks, perceived advantages, or perceived ease of use. Nonetheless, the intention to stick with QRIS is strongly influenced by the caliber of online customer support. This implies that, in addition to the factors that initially influenced adoption, sustaining user engagement and promoting long-term QRIS adoption depend heavily on efficient, dependable, and responsive customer assistance. Therefore, in order to guarantee client loyalty and the ongoing use of digital payment technologies, service providers had to give top priority to enhancing online customer care.
Downloads
References
Anggraeni, Y. N., & A’yuni, D. S. (2023). The Influence of Promotions, Online Customer Reviews, and Online Customer Ratings on Decisions to Purchase Muslim Clothing Products in E-Commerce Shopee on IKHAC Students. Danadyaksa: Post Modern Economy Journal, 1(1), 37–53. https://doi.org/10.69965/danadyaksa.v1i1.4
Bhattacherjee, A. (2001). Bhattacherjee/lnformation Systems Continuance MIS Qarterjy UNDERSTANDING INFORMATION SYSTEMS CONTINUANCE: AN EXPECTATION-CONFIRMATION MODEL1 Motivation for the Study. MIS Quarterly, 25(3), 351–370.
Chandra, M. B., & Kohardinata, D. C. (2021). Dampak Persepsi Manfaat Dan Persepsi Risiko Terhadap Fintech Continuance Intention Pada E-Wallet. PERFORMA: Jurnal Manajemen Dan Start-Up Bisnis, 6(5), 465–474.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly: Management Information Systems, 13(3), 319–339. https://doi.org/10.2307/249008
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544–564. https://doi.org/10.1016/j.dss.2007.07.001
Purnama Sari, I. (2024). Adoption of Qris (Quick Response Code Indonesian Standard) through a Strategy to Increase the Financial Literacy of UMKM Players in the City of Solo. Indonesian Journal of Interdisciplinary Research in Science and Technology (MARCOPOLO), 2(6), 931–942. https://journal.formosapublisher.org/index.php/marcopolo
Putri, M. T., Hatta, A. J., & Indraswono, C. (2023). Analisis Persepsi Kemanfaatan, Persepsi Kemudahan, Kepercayaan, Gaya Hidup, Literasi Keuangan, Dan Risiko Terhadap Penggunaan Qris Sebagai Alat Pembayaran Digital Pada Mahasiswa Di Yogyakarta. Jurnal Ekonomi Dan Bisnis, 17(3), 215–228. https://doi.org/10.53916/jeb.v17i3.73
Rahmaniar, A. F., Pinandito, A., & Rachmadi, A. (2025). Analisis Pengaruh Kemudahan Penggunaan , Kenyamanan , Dan Kebiasaan Terhadap Niat Keberlanjutan Layanan Quick Response Code Indonesian Standard ( QRIS ) Di Kota Malang. 9(4), 1–10.
Copyright (c) 2025 Zalfaa Nabiilah Safitri, Citra Ayudiati
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
