Following the trend of QR code as a payment method, Bank Indonesia and Indonesian Payment System Association (ASPI) launched a national integrated QR code payment system called Quick Response Code Indonesia Standard (QRIS). The use of QRIS has been growing since August 17, 2019, although it is still far from the target user base and Indonesia’s entire population. This research aims to analyze factors that influence people’s intention to use QRIS from the customer experience perspective. This research uses Information Systems Success Model (ISSM) and other variables, using a quantitative method by questionnaire to collect data for people who use QRIS in Indonesia. The data is analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), with Smart PLS as the statistical tool. The results show that Service Quality (SEQ), Perceived Transaction Speed (PTS), and Optimism (O) have a significant relationship with Customer Experience (CE). Moreover, CE has proven to impact the Intention to Use (IU). These results can be taken into consideration for the stakeholders to develop QRIS in the future and achieve the goal to increase more users.

Link: Customer Experience Perspective on Quick Response Code Indonesia Standard Payment Method