INVESTIGATION OF BEHAVIORAL INTENTION TO USE DIGITAL PAYMENT SYSTEM IN INDONESIA FROM MERCHANT AND CONSUMER PERSPECTIVE (STUDY CASE: QRIS)

• Main Author: Anajma Fathi, Kalasha
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/80036
• Institution: Institut Teknologi Bandung

As a developing country, Bank Indonesia has established a National QR payment system called QRIS as an implementation of Gerakan Nasional Non-Cash. QRIS aims to encourage national development through financial inclusion programs in the digital era. The QRIS system involves Merchants and Consumers as end-users of this system, as well as involving other main stakeholders such as Bank Indonesia, the Government, and Financial Institution. Since it was first published on August 17 2019, QRIS has experienced a significant increase in end-users, especially after the COVID-19 outbreak until now. However, this increase was not accompanied by an increase in transaction volume, resulting in a mismatch between end-user development and transaction volume. Therefore, in this research, an investigation will be carried out from the perspective of merchants and consumers to see what factors influence it and how these conditions can provide solutions for the development of QRIS. This research uses the extended variable UTAUT with government support, trust, and perceived value as additional variables. The data used is primary and secondary data with a non-probability approach involving 450 respondents, then processed using the SEM-PLS technique. The results show that government support is the variables that most influence behavioral intentions from the perspective of merchants and consumers. Increasing behavioral intentions from the perspective of merchants and consumers has a very important role. It is recommended that an integrated program between merchants involves other stakeholders to realize national development through QRIS. However, this research is still limited to the scope of Indonesia, so future research is recommended to add other variables and explore other digital payment developments to gain broader insight.