User Satisfaction Factors of the QRIS Digital Payment Security System in Private and Government Banks

This study aims to determine the effect of information quality, system quality, and service quality provided by the system and technology on QRIS and its level of user satisfaction. This study focuses on several variables, such as Transaction Authenticity (AT) and Digital Log (DL), which are included in the Information Quality section to be studied. Then, the last is the System Responsiveness (SR) and Transaction Speed (ST) variables, which are part of the system quality of the QRIS technology in question. The last variables are the service assurance (SA) and customer resolution (CR) variables, which are part of the quality of service the QRIS technology system provides. Using the Krejcie and Morgan calculation formula and distributing questionnaires created on Google Forms, the sample obtained was 392 respondents. The Delone & McLean model is used to measure user satisfaction with a technology and is the research model used.. In addition, this study also uses purposive sampling techniques and is analysed using SEM-Smartpls software version 4. The final research results show that the six variables, namely Transaction Authenticity (AT), Digital Log (DL), System Responsiveness (SR), Transaction Speed (ST), Service Assurance (SA) and Customer Resolution (CR), have a significant effect on User Satisfaction of the technology in question. It shows that the proposed variables have a significant role in measuring the QRIS technology’s satisfaction. Hopefully, this study can add insight and further knowledge for related application developers, lecturers, students, and other researchers interested in future digital payment technology development.