The Effect of Perceived Ease of Use, Behavior Intention, Securitry of Non-cash Transactions in the Use of QRIS Through the Mobile Banking Application for Customer Satisfaction

Abstract

This study aims to analyze the influence of perceived ease of use, behavioral intention, and transaction security on customer satisfaction in the use of the Quick Response Code Indonesian Standard (QRIS) through mobile banking applications. QRIS is a non-cash QR code-based payment system developed by Bank Indonesia. This research employed a quantitative approach, where questionnaires were distributed to 50 respondents who were users of mobile banking applications in Indonesia. The collected data were analyzed using descriptive statistics and regression analysis. The results of the study indicate that perceived ease of use has a positive and significant influence on users behavioral intention to use QRIS through mobile banking applications. Furthermore, behavioral intention also has a positive and significant impact on customer satisfaction. The research also reveals that transaction security in non-cash transactions has a positive and significant effect on customer satisfaction in the use of QRIS via mobile banking applications. In this context, customer satisfaction can be explained by a combination of factors that influence the use of QRIS through mobile banking applications, including perceived ease of use, behavioral intention, and transaction security. These findings provide valuable insights for banking service providers and mobile banking application developers to enhance user experience and customer satisfaction by improving the factors that influence the adoption of QRIS. The study contributes theoretically by integrating several interacting factors in the context of using QRIS via mobile banking applications. The practical implications of this research highlight the importance of ensuring ease of use, behavioral intention, and transaction security when implementing QRIS through mobile banking applications to enhance customer satisfaction.