QRIS, or Quick Response Code Indonesian Standard, was developed by Bank Indonesia to unify various digital payment services, including e-wallets and mobile banking applications. Over the past few years, QRIS adoption has grown significantly across the country. In Tegal City, transaction volume increased by approximately 141 percent within a year, rising from around 934,000 transactions to more than 2.2 million transactions. Despite this impressive growth, the figure still lagged behind the national average growth rate of more than 226 percent.
The rapid expansion of QRIS usage attracted the attention of researchers because Generation Z has become one of the most active groups in adopting digital financial technologies. According to data cited in the study, approximately 42 percent of QRIS users belong to Generation Z. Having grown up with smartphones, internet connectivity, and digital services, this generation is expected to play a crucial role in shaping the future of cashless transactions in Indonesia.
To better understand the factors influencing continuous QRIS usage, the research team combined two well-known theoretical frameworks: the Technology Acceptance Model (TAM) and the Theory of Trust in Technology. This approach allowed the researchers to examine how perceived usefulness, perceived ease of use, and trust in digital technology affect user satisfaction and long-term usage intentions.
The study involved 350 Generation Z respondents aged between 17 and 28 years living in Tegal City. All participants had used QRIS at least twice within the previous three months. Data were collected through online questionnaires distributed via social media platforms and WhatsApp groups. The responses were then analyzed to identify relationships among the key variables.
The results revealed that perceived usefulness, perceived ease of use, and trust in digital technology all positively influence user satisfaction. However, trust proved to be the strongest determinant among these factors.
Key Findings
The study highlighted several important findings:
Trust in digital technology had the strongest impact on user satisfaction, with a path coefficient of 0.576.
Perceived usefulness significantly influenced both user satisfaction and continued intention to use QRIS.
User satisfaction was the strongest direct predictor of continued QRIS usage.
Perceived ease of use did not have a significant direct effect on continuance intention, suggesting that convenience alone is not enough to sustain long-term usage.
According to Kevin Indriawan and his colleagues from Pancasakti University Tegal, Generation Z users no longer focus solely on whether a digital payment system is easy to use. Once they become familiar with the technology, their continued usage depends more on whether the system is beneficial, reliable, secure, and capable of providing a satisfying user experience.
The research further showed that user satisfaction serves as a psychological bridge connecting trust and perceived usefulness to long-term usage intentions. In other words, when users believe that QRIS offers real benefits and protects their transactions, they become more satisfied and are more likely to continue using the platform.
Implications for the Digital Payment Industry
The findings carry important implications for banks, fintech companies, digital payment providers, and regulators. Many technology developers prioritize interface design and ease of use when introducing new applications. However, this study suggests that sustainable user adoption depends more heavily on building trust and ensuring customer satisfaction.
For QRIS service providers, this means investing in stronger cybersecurity measures, protecting user data, maintaining system reliability, and ensuring smooth transaction experiences. These efforts can significantly increase customer satisfaction and strengthen user loyalty, particularly among younger consumers.
The research also contributes to academic discussions about digital technology adoption by demonstrating the value of integrating the Technology Acceptance Model with trust-based theories. The combined framework offers a more comprehensive understanding of why users not only adopt new technologies but also continue using them over time.
As Indonesia accelerates its digital transformation, the study highlights a critical lesson for the future of digital payments: technological innovation alone is not enough. Building trust and maintaining user satisfaction are equally important for ensuring long-term success in the increasingly competitive digital finance landscape.
Author Profiles
Kevin Indriawan is a researcher and academic at Pancasakti University Tegal whose research interests include digital technology adoption, consumer behavior, and electronic payment systems.
Ahmad Hanfan is a lecturer and researcher at Pancasakti University Tegal, specializing in management, information technology, and digital consumer behavior.
Abdulloh Mubarok is an academic and researcher at Pancasakti University Tegal focusing on business technology, digital transformation, and information systems innovation.
Research Source
Article Title: Integrating the Technology Acceptance Model and Trust in Technology: Determinants of Continuance Intention to Use QRIS among Generation Z through User Satisfaction (Evidence from Tegal City, Indonesia)
Authors: Kevin Indriawan, Ahmad Hanfan, and Abdulloh Mubarok
Journal: International Journal of Management and Business Intelligence (IJMBI), Vol. 4 No. 4, 2026
DOI: 10.59890/ijmbi.v4i4.27
Journal Website: https://journalijmbi.my.id/index.php/ijmbi
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