The influence of using QRIS in payments on consumer satisfaction (Meet Point case study)

Abstract

This study aims to analyze the impact or influence of the use of QRIS (Quick Response Code Indonesian Standard) in the payment system on the level of consumer satisfaction at Meet Point Medan. With the rapid progress in digital payment technology in Indonesia, QRIS has emerged as an innovation introduced by Bank Indonesia to facilitate the non-cash transaction process through QRIS standardization. The method used in this study is quantitative with a purposive sampling approach, involving 30 participants who have used QRIS as their payment option. The variables studied here are the use of QRIS, which is measured through indicators of system understanding, ease of making transactions, and security in transactions. On the other hand, the dependent variable is consumer satisfaction, which is measured through measures of practicality, perceived benefits, and user experience. Data were obtained through a questionnaire using a Likert scale, which was then analyzed using validity, reliability, normality, homogeneity, and partial tests (t-tests). The research findings show that the use of QRIS has a significant effect on consumer satisfaction, with a t-count value of 5.144 > t-table 2.048 and a significance level of 0.000 <0.05. These findings indicate that QRIS is considered practical, fast, and safe by consumers, although there are several obstacles such as internet network instability and lack of understanding among certain age groups. It is hoped that this study can contribute to the development of non-cash payment systems in Indonesia and become a reference for future research related to the application of financial technology in increasing consumer satisfaction.