PENGARUH SERVICE QUALITY, PERCEIVED VALUE DAN TRUST TERHADAP MERCHANT SATISFACTION DENGAN LAYANAN PEMBAYARAN QRIS PADA SEKTOR UMKM DI JAWA BARAT
Abstract
QRIS as an innovation in digital payment systems, plays an important role in driving financial inclusion and
facilitating fast and secure transactions. Against the backdrop of rapid digital technology development and
increasing digital transactions in Indonesia, this study uses quantitative methods to explore the factors that
influence QRIS adoption by users. This study aims to analyze the effect of service quality, perceived value and user
trust on merchant satisfaction with the Quick Response Code Indonesian Standard (QRIS) payment method in the
West Java MSME sector. This study aims to see how service quality, perceived value and user trust affect merchant
satisfaction when using the Quick Response Code Indonesian Standard (QRIS) payment service in the MSME
sector in West Java. The research method used is quantitative with a survey approach, involving 453 respondents
who are MSME players who use QRIS for their business operations. Partial Least Squares Structural Equation
Modeling (PLS-SEM) was used to analyze the data. The results of this study show that service quality and perceived
value from customers have a positive effect on trust, then perceived value from users and trust have a positive
effect on user satisfaction, but service quality has a negative effect on user satisfaction. Trust also contributes
Keywords : Customer Satisfaction, Customer Trust, Perceived Value, Service Quality
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