Pengaruh Kualitas Sistem Dan Kualitas Layanan QRIS Terhadap Kepuasan Pengguna Pada Sistem Pembayaran Digital
Keywords:
QRIS, Kualitas Sistem, Kualitas Layanan, Kepuasan Pengguna, Sistem Pembayaran DigitalAbstract
Evolusi teknologi informasi dalam bidang keuangan telah mengakselerasi perubahan dari sistem pembayaran berbasis tunai menuju platform digital. Salah satu inovasi yang diperkenankan di Indonesia adalah Quick Response Code Indonesian Standard (QRIS) yang bertujuan untuk menyederhanakan proses transaksi non-tunai serta meningkatkan efisiensi dan inklusivitas dalam sistem pembayaran. Keberhasilan implementasi QRIS sangat bergantung pada kualitas dari sistem dan pelayanan yang dirasakan oleh para pengguna. Penelitian ini bertujuan untuk mengkaji dampak kualitas sistem dan layanan QRIS terhadap kepuasan pengguna dalam konteks pembayaran digital. Menggunakan pendekatan kuantitatif, studi ini melibatkan metode survei yang ditujukan kepada pengguna QRIS. Data dikumpulkan melalui distribusi kuesioner dengan skala likert dan dianalisis menggunakan metode Structural Equation Modeling Partial Least Square (SEM-PLS). Temuan ini menunjukkan bahawa kualitas sistem secara signifikan mempengaruhi kepuasan pengguna. Kualitas layanan QRIS juga terbukti berkontribusi positif terhadap kepuasan pengguna. Hasil ini mengindikasikan bahwa peningkatan pada aspek sistem dan layanan QRIS berpotensi untuk menghasilkan kepuasan yang lebih tinggi, sekaligus mendorong keberlanjutan penggunaan sistem pembayaran digital di Indonesia.
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