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PENGARUH PERCEIVED EASE OF USE PENGGUNAAN QRIS TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN : STUDI KASUS KOPI KENANGAN BUKIT LAMA PALEMBANG

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The development of digital payment systems in Indonesia has driven the increasing use of the Quick Response Code Indonesian Standard (QRIS) as a non-cash transaction method, particularly in the food and beverage sector. Ease of use is an important factor that influences user experience and acceptance of digital payment technologies. This study aims to analyze the effect of Perceived Ease of Use (PEOU) of QRIS on customer satisfaction and customer loyalty at Kopi Kenangan Bukit Lama Palembang, as well as to examine the role of customer satisfaction as a mediating variable. This research employs a quantitative approach using a survey method involving 102 respondents who are customers of Kopi Kenangan and have used QRIS as a payment method. Data analysis was conducted using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method with the assistance of SmartPLS version 4. The results indicate that PEOU has a significant effect on customer satisfaction, particularly through the Easy to Understand and Easy to Use indicators. Furthermore, customer satisfaction has a positive and significant effect on customer loyalty. These findings suggest that clarity of information and overall ease of use of QRIS play an important role in enhancing customer satisfaction and loyalty.

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Detail Information

Series Title

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Call Number

T1896182025

Publisher

Indralaya : Prodi Sistem Informasi, Fakultas Ilmu Komputer Universitas Sriwijaya., 2025

Collation

xiv, 91 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

658.807

Content Type

Text

Media Type

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Carrier Type

-

Edition

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Subject(s)

Prodi Sistem Informasi
Marketing--Manajemen Distribusi

Specific Detail Info

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Statement of Responsibility

MI

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