JEFMS Journal

Google Scholar

Article Pdf

---

ABSTRACT:

The development of the digital era is a time when information and communication technology has changed the way people live. One of the developments in the digital era is the increase in cellphone users, laptops, and using the internet from these developments making changes in the way of transactions in Indonesia. The digital way of transacting also affects consumer behavior in shopping, for example, currently many consumers choose to shop with non-cash payment methods. This study analyzes a user's intention and behavior towards the QRIS payment channel using the UTAUT2 theory. This study uses a survey method with a questionnaire to collect data from 364 respondents who are users of the QRIS payment channel in Indonesia with the criteria for QRIS payment channel users and those who have used and are over 17 years old. This research is quantitative research to measure and analyze data with the aim of testing the causal relationship between variables. This research uses SEM analysis with the help of LISREL V.8.8 software to analyze the data. The results of this study indicate that the intention to use the QRIS payment channel in the non-cash era using the UTAUT2 theory is influenced by effort expectancy, social influence, trust, habit, and perceived risk. Meanwhile, use behavior is influenced by habit and behavioral intention.

KEYWORDS:

QRIS, Effort Expectancy, Social Influence, Trust, Habit, and Perceived Risk, Behavioral Intention, and Use Behavior.

REFERENCES:

1) Acheampong, P., Zhiwen, L., Hiran, K. K., Serwaa, O. E., Boateng, F., & Bediako, I. A. (t.t.). Examining the Intervening Role of Age and Gender on mobile payment Acceptance in Ghana: UTAUT Model.

2) Alfina, M. M. (2020). From Physical to Digital: Consumer Adoption Process to E-Wallet. Proceedings of the 23rd Asian Forum of Business Education (AFBE 2019). 23rd Asian Forum of Business Education (AFBE 2019), Tanjung Benoa, Bali, Indonesia. https://doi.org/10.2991/aebmr.k.200606.003

3) Al-Sabaawi, M. Y. M., Alshaher, A. A., & Alsalem, M. A. (2023). User trends of electronic payment systems adoption in developing countries: An empirical analysis. Journal of Science and Technology Policy Management, 14(2), 246–270. https://doi.org/10.1108/JSTPM-11-2020-0162

4) Al-Saedi, K., Al-Emran, M., Ramayah, T., & Abusham, E. (2020). Developing a general extended UTAUT model for M- payment adoption. Technology in Society, 62, 101293. https://doi.org/10.1016/j.techsoc.2020.101293

5) Ajzen, I. (1991). The theory of planned behavior. Organization Behavior and Human Decision Processes, 50(2), 179-211

6) Ajzen, I. (2005). Attitudes, Personality and behavior (2nd ed). Open University Press-McGraw Hill Education

7) Armana (2023). Deducted but Money Doesn't Go to LocalPay Merchant. https://mediakonsumen.com/2023/03/16/surat- pembaca/scan-qris-bca error-balance-has-deducted-but-money-doesn't-go-to-localpay-merchant

8) Arif M. (2023). APJII Survey of Internet Users in Indonesia Temburs 215 Million People. https://apjii.or.id/berita/d/survei- apjii-pengguna-internet-di-indonesia-tembus-215-juta-orang

9) Ahdiat A. (2023). Volume and Value of QRIS Transactions in Indonesia January-December 2020). https://databoks.katadata.co.id/datapublish/2023/07/05/transaksi-qris-meningkat-capai-rekor-baru-pada-akhir-2022

10) A. Rosli, N. F., Ibrahim, R., Yahya, Y., M.M. Zainuddin, N., Yaacob, S., & C.M. Yusoff, R. (2020). Consumers’ Intention to Use Mobile Payment: A Case of Quick Response (QR) Code Applications. Mathematical Sciences and Informatics Journal, 1(1), 20–34. https://doi.org/10.24191/mij.v1i1.14166

11) Alfansi, L., & Daulay, M. Y. I. (2021). Factor affecting the use of e-money in millennial generation: Research model UTAUT Jurnal Manajemen Dan Pemasaran Jasa, 14(1), 109–122. https://doi.org/10.25105/jmpj.v14i1.8212

12) Aslam, W., Ham, M., & Arif, I. (2017). Consumer Behavioral Intentions towards Mobile Payment Services: An Empirical Analysis in Pakistan. Market-Tržište, 29(2), 161–176. https://doi.org/10.22598/mt/2017.29.2.161

13) BI Institute. (2023). Digital Wallet on the Rise, Sparking Interest during Pandemic. https:/www/bi/go/id/bi-institute/BI- Epsilon/Pages/Digital Wallet on the Rise, Sparking Interest during Pandemic.aspx

14) Bank Indonesia, (2014). Electronification. https://www.bi.go.id/id/fungsi-utama/sistem- pembayaran/ritel/elektronifikasi/default.aspx

15) Bank Indonesia, (2020). QRIS.https://www.bi.go.id/QRIS/default.aspx

16) Creydt, M., & Fischer, M. (2019). Blockchain and more-Algorithm driven food traceability. Food Control, 105, 45–51. https://doi.org/10.1016/j.foodcont.2019.05.019

17) Creawell, J. (2014). Research Desig: Qualitative, Quantitative, and Mixed Methods Approaches (4 Ed). Sage

18) de Blanes Sebastián, M. G., Antonovica, A., & Sarmiento Guede, J. R. (2023). What are the leading factors for using Spanish peer-to-peer mobile payment platform Bizum? The applied analysis of the UTAUT2 model. Technological Forecasting and Social Change, 187, 122235. https://doi.org/10.1016/j.techfore.2022.122235

19) de Luna, I. R., Liébana-Cabanillas, F., Sánchez-Fernández, J., & Muñoz-Leiva, F. (2019). Mobile payment is not all the same: The adoption of mobile payment systems depending on the technology applied. Technological Forecasting and Social Change, 146, 931–944. https://doi.org/10.1016/j.techfore.2018.09.018

20) Davis, F. D. (1989). Perceived usefulness, Perceived ease of use, and Use acceptance of information technology. MIS Quarterly, 13, 319-340

21) Dhanesworo S.(2022).Digital wallets are becoming more popular. https://katadata.co.id/dinihariyanti/infografik/639fe20e7f7e1/dompet-digital-makin-diminati

22) Esawe, A. T. (2022). Understanding mobile e-wallet consumers' intentions and user behavior. Spanish Journal of Marketing-ESIC, 26(3), 363-384. https://doi.org/10.1108/SJME-05-2022-0105

23) Fagerstrøm, A., Eriksson, N., & Sigurdsson, V. (2020). Investigating the impact of Internet of Things services from a smartphone app on grocery shopping. Journal of Retailing and Consumer Services, 52, 101927. https://doi.org/10.1016/j.jretconser.2019.101927

24) Fishbein, M., & Ajzen, I. (1975). Belief, Attitude, and Behavior:An Introduction to Theory and Research (A. Wessley (ed)). Reading MA

25) Fishbein, M., & Ajzen, I. (2011). Predicting and Changing Behavior. Psychology Press Taylor & Francis Group.

26) Ghozali, I. (2005). Aplikasi Analisis Multivariate dengan Program SPSS. Bp Universitas Diponegoro

27) Gupta, K. P., Manrai, R., & Goel, U. (2019). Factors influencing adoption of payments banks by Indian customers: Extending UTAUT with perceived credibility. Journal of Asia Business Studies, 13(2), 173–195. https://doi.org/10.1108/JABS-07-2017-0111

28) Hoyer, W. D., et al. (2020). Transforming the Customer Experience Throughg New Technologies. Journal of Interactive Marketing, 51, 57-71. https://doi.org/10.1016/j.intmar.2020.04.001

29) Hair, J. F. (2019). Multivariate data analysis (Eighth edition). Cengage.

30) Hair, J. F. (2014). Multivariate data analysis (Seventh Ed). Pearson Education Limited

31) Indrawati, & Putri, D. A. (2018). Analyzing Factors Influencing Continuance Intention of E-Payment Adoption Using Modified UTAUT 2 Model. 2018 6th International Conference on Information and Communication Technology (ICoICT), 167–173. https://doi.org/10.1109/ICoICT.2018.8528748

32) Junadi & Sfenrianto. (2015). A Model of Factors Influencing Consumer’s Intention To Use E-payment System in Indonesia. Procedia Computer Science, 59, 214–220. https://doi.org/10.1016/j.procs.2015.07.557

33) Karniawati, N. P. A., Darma, G. S., Mahyuni, L. P., & Sanica, I. G. (2021). COMMUNITY PERCEPTION OF USING QR CODE PAYMENT IN ERA NEW NORMAL. 18.

34) Kjeldsen, K., et al. (2023). The Relative impact of QR codes on omnichannel customer experience and puschase intention. Procedia Computer Science, 219, 1049-1056. hppts://doi.org/10/1016/j.procs.2023.01.383

35) Liem S. (2023) Sejumlah Transaksi QRIS Bermasalah, Ini Saran Direktur BCA. https://bisnis.solopos.com/sejumlah- transaksi-qris-bermasalah-ini-saran-direktur-bca-1566330

36) Liébana-Cabanillas, F., Sánchez-Fernández, J., & Muñoz-Leiva, F. (2014). Antecedents of the adoption of the new mobile payment systems: The moderating effect of age. Computers in Human Behavior, 35, 464–478. https://doi.org/10.1016/j.chb.2014.03.022

37) Lin, W. R., Lin, C.-Y., & Ding, Y.-H. (2020). Factors Affecting the Behavioral Intention to Adopt Mobile Payment: An Empirical Study in Taiwan. Mathematics, 8(10), 1851. https://doi.org/10.3390/math8101851

38) Kerlinger dan Lee. (2000) Foundations of Behavioral Research. Fourth edition. Fort Worth, Tex: harcourt College Publishers 2000.Print

39) Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.

40) Kumar, V., & Reinartz, W. J. (2018). Customer relationship management: Concept, strategy, and tools. Springer.

41) Mahyuni, L. P., Adrian, R., Darma, G. S., Krisnawijaya, N. N. K., Dewi, I. G. A. A. P., & Permana, G. P. L. (2020). Mapping the potentials of blockchain in improving supply chain performance. Cogent Business & Management, 7(1), 1788329. https://doi.org/10.1080/23311975.2020.1788329

42) Migliore, G., Wagner, R., Cechella, F. S., & Liébana-Cabanillas, F. (2022). Antecedents to the Adoption of Mobile Payment in China and Italy: An Integration of UTAUT2 and Innovation Resistance Theory. Information Systems Frontiers, 24(6), 2099–2122. https://doi.org/10.1007/s10796-021-10237-2

43) Malhotra, N. K. (2010). Marketing Research An Applied Orientation. (Sixth Ed). Pearson Education, Inc

44) Moro, S., Rita, P., Oliveira, C., Batista, F., & Ribeiro, R. (2018). Leveraging national tourist offices through data analytics. International Journal of Culture, Tourism and Hospitality Research, 12(4), 420–426. https://doi.org/10.1108/IJCTHR-04- 2018-0051

45) Neufeld, D. J., Dong, L., & Higgins, C. (2007). Charismatic leadership and user acceptance of information technology.European Journal of Information Systems, 16(4), 494–510. https://doi.org/10.1057/palgrave.ejis.3000682

46) Novi Arianti, N. L., Sri Darma, G., Fredy Maradona, A., & Mahyuni, L. P. (2019). Menakar Keraguan Penggunaan QR Code Dalam Transaksi Bisnis. Jurnal Manajemen Bisnis, 16(2), 67. https://doi.org/10.38043/jmb.v16i2.2041

47) Okaily, M. A., Rahman, M. S. A., Ali, A., Shanab, E. A., Ra’, N. A., Masa’, ed, & deh, N. A. (2023). An empirical investigation on acceptance of mobile payment system services in Jordan: Extending UTAUT2 model with security and privacy. International Journal of Business Information Systems, 42(1), 123. https://doi.org/10.1504/IJBIS.2023.128306

48) Oliveira, T., Thomas, M., Baptista, G., & Campos, F. (2016). Mobile payment: Understanding the determinants of customer adoption and intention to recommend the technology. Computers in Human Behavior, 61, 404–414. https://doi.org/10.1016/j.chb.2016.03.030

49) Patil, P., Tamilmani, K., Rana, N. P., & Raghavan, V. (2020). Understanding consumer adoption of mobile payment in India: Extending Meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal. International Journal of Information Management, 54, 102144. https://doi.org/10.1016/j.ijinfomgt.2020.102144

50) Peter, J. P., & Olson, J. C. (2010). Consumer behavior & marketing strategy (9th ed). McGraw-Hill Irwin.

51) Payne, A., & Frow, P. (2017). Relationship marketing: Looking backwards towards the future. Journal of Services Marketing, 31(1), 11-15.

52) Raj L., V., Amilan, S., & Aparna, K. (2023). Factors influencing the adoption of cashless transactions: Toward a unified view. South Asian Journal of Marketing. https://doi.org/10.1108/SAJM-11-2022-0071

53) Ramli, F. A. A., & Hamzah, M. I. (2021). Mobile payment and e-wallet adoption in emerging economies: A systematic literature review. Journal of Emerging Economies and Islamic Research, 9(2), 1. https://doi.org/10.24191/jeeir.v9i2.13617

54) Rita, P., Oliveira, T., Estorninho, A., & Moro, S. (2018). Mobile services adoption in a hospitality consumer context. International Journal of Culture, Tourism and Hospitality Research, 12(1), 143–158. https://doi.org/10.1108/IJCTHR-04- 2017-0041

55) Saprikis, V., & Vlachopoulou, M. (2021). Mapping Mobile Payment Adoption: Customers’ Trends and Challenges. International Journal of Business and Management, 16(9), 82. https://doi.org/10.5539/ijbm.v16n9p82

56) Sharma, D., & Vaid, Y. K. (t.t.). FACTORS AFFECTING M-PAYMENT ADOPTION IN MILLENIALS – TESTING EXTENDED UTAUT2 MODEL.

57) Sivathanu, B. (2019). Adoption of digital payment systems in the era of demonetization in India: An empirical study.Journal of Science and Technology Policy Management, 10(1), 143–171. https://doi.org/10.1108/JSTPM-07-2017-0033

58) Soodan, V., & Rana, A. (2020). Modeling Customers’ Intention to Use E-Wallet in a Developing Nation: Extending UTAUT2 With Security, Privacy and Savings. Journal of Electronic Commerce in Organizations, 18(1), 89–114. https://doi.org/10.4018/JECO.2020010105

59) Sihaloho, J. E., Ramadani, A., & Rahmayanti, S. (2020). Implementation of Indonesia Standard Quick Response Payment System for the Development of MSMEs in Medan. Journal of Business Management, 17(2), 287. https://doi.org/10.38043/jmb.v17i2.2384 60) Susanto, E., Solikin, I., & Purnomo, B. S. (2022). A REVIEW OF DIGITAL PAYMENT ADOPTION IN ASIA. Advanced International Journal of Business, Entrepreneurship and SMEs, 4(11), 01–15. https://doi.org/10.35631/AIJBES.411001

61) Suki, N. M. (2011) A Structural Model of customer satisfaction and trust in vendor involved in mobile com-merce. International Journal of Business Science & Applied Management (IJBSAM). 6(2), 18-30

62) Venkatesh, Morris, Davis, & Davis. (2003). User Acceptance of Information Technology: Toward a Unified View. MIS Quarterly, 27(3), 425. https://doi.org/10.2307/30036540

63) Venkatesh, Thong, & Xu. (2012). Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology. MIS Quarterly, 36(1), 157. https://doi.org/10.2307/41410412

64) Xu, P., Kim, C. S., Bai, B., & Kim, P. B. (2023). Determinants of Chinese Travellers’ Use of Mobile Payment Applications when Staying at an Overseas Hotel. Journal of Quality Assurance in Hospitality & Tourism, 1–21. https://doi.org/10.1080/1528008X.2023.2196036

65) Widodo, M., Irawan, M. I., & Ambarwati Sukmono, R. (2019). Extending UTAUT2 to Explore Digital Wallet Adoption in Indonesia. 2019 International Conference on Information and Communications Technology (ICOIACT), 878–883. https://doi.org/10.1109/ICOIACT46704.2019.8938415

66) Yang, M., Mamun, A. A., Mohiuddin, M., Nawi, N. C., & Zainol, N. R. (2021). Cashless Transactions: A Study on Intention and Adoption of e-Wallets. Sustainability, 13(2), 831. https://doi.org/10.3390/su13020831