THE INFLUENCE OF QRIS PAYMENT CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY AND CONTINUITY

• Main Author: Shalia Nadinta, Puti
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/75505
• Institution: Institut Teknologi Bandung

Quick Response Indonesian Standard (QRIS) is the official standardized payment system in Indonesia that was launched on 17th of August 2019. The existence of QRIS is expected to ease QR payment system where one QR can be scanned from various digital payment service as long as it is registered under QRIS. The rising number of QRIS usage over the years lead the researcher to study preliminary research to understand the customer side in using QRIS. It is found that there are still constraints that arise when using QRIS. With that, a deeper study regarding the influence of satisfaction towards customer loyalty and continuity is done. The variables tested are Perceived Usefulness, Perceived Flow, Satisfaction, Customer Loyalty, and Adoption Continuity. The sample for this research is Generation Z in Indonesia that is an active user of QRIS at geographical scope in Bandung and Jabodetabek area. 205 samples that are classified as Generation Z were gathered and went through data analysis using descriptive analysis and PLS-SEM analysis. The study finds that Perceived Usefulness and Perceived Flow has a positive impact on Satisfaction. Perceived Usefulness also has a positive influence on Perceived Flow. Satisfaction and Perceived Usefulness has a positive impact on Adoption Continuity. Satisfaction also has a positive impact on Adoption Continuity and Customer Loyalty. The findings of this research is expected to imply for future studies as a valuable point of reference for researchers in the development of new research studies within the marketing field and also for business owners that are already or will provide QRIS as a payment method to provide a smooth payment flow for their customers.