Acceleration of QRIS-Based Digital Financial Inclusion: Integrating Technology Acceptance and Trust Models Toward User Loyalty Through User Satisfaction
DOI:
https://doi.org/10.38035/dijemss.v8i1.7057Keywords:
Perceived Ease of Use, Perceived Usefulness, Trust, User Loyalty, User SatisfactionAbstract
The digitalization of financial services through the Quick Response Code Indonesian Standard (QRIS) plays a crucial role in expanding national financial inclusion. This study aims to examine the effects of perceived ease of use, perceived usefulness, and trust on QRIS user satisfaction and loyalty. Using a quantitative approach, data were collected from 334 QRIS users in the Greater Jakarta Metropolitan Area (Jabodetabek) through a non-probability sampling technique employing purposive sampling. Data were comprehensively analysed using Structural Equation Modelling (SEM). The findings indicate that perceived usefulness, perceived ease of use, and trust have positive and significant effects on both user satisfaction and user loyalty. The findings indicate that trust has the largest direct path coefficient to user loyalty among the three antecedent variables. However, user satisfaction significantly mediates the relationships between all three antecedent variables and user loyalty, although the indirect effects are smaller than the corresponding direct effects. These findings highlight the importance of trust in explaining QRIS user loyalty. Nevertheless, the results reflect respondents' perceptions and do not establish whether actual transaction security or data protection independently determines continued usage. The academic and practical implications of this study emphasize the importance for service providers to strengthen system security architectures in order to maintain sustainable user retention.
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