User Satisfaction Factors of the QRIS Digital Payment Security System in Private and Government Banks

User Satisfaction Factors of the QRIS Digital Payment Security System in Private and Government Banks Rafael Febrian Kurniawan School of Information Systems Bina Nusantara University Jakarta, Indonesia [email protected] Dylan Nathanael School of Information Systems Bina Nusantara University Jakarta, Indonesia [email protected] Drajad Wiryawan School of Information Systems Bina Nusantara University Jakarta, Indonesia [email protected] Noreen Trixie Aurelie School of Information Systems Bina Nusantara University Jakarta, Indonesia [email protected] Abstract—This study aims to determine the effect of information quality, system quality, and service quality provided by the system and technology on QRIS and its level of user satisfaction. This study focuses on several variables, such as Transaction Authenticity (AT) and Digital Log (DL), which are included in the Information Quality section to be studied. Then, the last is the System Responsiveness (SR) and Transaction Speed (ST) variables, which are part of the system quality of the QRIS technology in question. The last variables are the service assurance (SA) and customer resolution (CR) variables, which are part of the quality of service the QRIS technology system provides. Using the Krejcie and Morgan calculation formula and distributing questionnaires created on Google Forms, the sample obtained was 392 respondents. The Delone & McLean model is used to measure user satisfaction with a technology and is the research model used.. In addition, this study also uses purposive sampling techniques and is analysed using SEM-Smartpls software version 4. The final research results show that the six variables, namely Transaction Authenticity (AT), Digital Log (DL), System Responsiveness (SR), Transaction Speed (ST), Service Assurance (SA) and Customer Resolution (CR), have a significant effect on User Satisfaction of the technology in question. It shows that the proposed variables have a significant role in measuring the QRIS technology's satisfaction. Hopefully, this study can add insight and further knowledge for related application developers, lecturers, students, and other researchers interested in future digital payment technology development. Keywords—User Satisfaction, QRIS, Delone & McLean, Digital Payment, Financial Technology I. INTRODUCTION The financial landscape, especially in developing countries, has changed with digital payment systems [1]. Currently, various technological innovations regarding noncash digital payment transactions, such as the Quick Response Code Indonesian Standard (QRIS), are increasing day by day[2] The entry of QRIS into the financial payment transaction ecosystem will significantly impact various existing financial services. The increasing number of companies and institutions using various digital payment services, such as QRIS, can be proven by the increasing acceptance of QRIS as part of the digital transformation strategy within the company. Related institutions can offer innovative services to their users, enabling them to improve further the services provided in various transactions to achieve competitive advantages in the rapidly developing and sustainable financial landscape [3]. Technology-related crimes will likely increase with the increasing use of QRIS and the services provided [4]. For example, cybercrimes with QRIS have occurred so far, such as Vishing, Phishing, Skimming, and Quishing [5]. Fig 1. QRIS User Respondent in Banking Based on Figure 1, the public uses QRIS through various financial institutions. The results indicate that government and private banks have integrated QRIS into their services and appear to be the primary channels for its usage, displaying widespread user acceptance and competence of digital infrastructure. Based on these data, although it is not distributed across various types of conventional banks, adopting QRIS has caused it to become more widespread in banks in an advanced digital environment. Therefore, with the increasing use of non-cash digital payment transactions and the frequent occurrence of criminal acts, it is necessary for everyone always to be vigilant in ensuring that these transactions can avoid various misuses of the financial payment transaction systems they have [6]. We know that the increasing number of problems regarding risk and usefulness will disrupt trust and satisfaction. Because of the above, researchers must write this 226979-8-3315-1554-6/25/$31.00 ©2025 IEEE 2025 IEEE 7th Symposium on Computers & Informatics (ISCI) | 979-8-3315-1554-6/25/$31.00 ©2025 IEEE | DOI: 10.1109/ISCI65687.2025.11167329 article to find out what variables affect the level of satisfaction of QRIS users when using it. The increasing level of user satisfaction that we use, such as the Delone and McLean Model, will automatically make users aware of the security of the technology used, or individuals, businesses, industries and regulators involved [7]. II. L ITERATURE R EVIEW A. Quick Response Indonesian Standard (QRIS) Quick Response Code Indonesian Standard (QRIS) is a digital payment system developed by Bank Indonesia to unify various QR-based payment methods into a single standard QRIS has been adopted by various banks in Indonesia, such as BCA, BRI, Mandiri, Permata, and BNI, to increase the efficiency of digital transactions for customers and business actors [8]. B. Security Payment Payment security is one of the important aspects of protecting information systems in transactions carried out to ensure security. PSSP (Payment System Service Provider) must obtain a permit from Bank Indonesia to supervise the payment system operator [9]. It can increase the potential for expansion and increase sales traffic and structured recorded payments. C. Government Bank Government banks are banks whose shares are owned by the government, wholly or in the majority. Government banks have an important role in encouraging national economic stability, accelerating development, and being an instrument in implementing the country's fiscal and monetary policies. These banks also function to expand access to financial services to the broader community and support strategic sectors [10]. D. Private Bank Private banks are among Indonesia's most numerous and hold a significant market share. Private banks are important in national banking as intermediary institutions that gather and distribute public funds. Moreover, private banks also transmit the central bank's monetary policy [11]. Additionally, private banks boost economic growth by enabling investment, extending credit, and encouraging financial inclusion in various societal sectors. E. Digital Bank Customers can use an electronic banking service to maximise their data use, get served more easily and quickly, and meet their needs.. Customers can also carry it independently while paying attention to security aspects [12]. This solution offers a smooth user experience by combining customised interfaces with sophisticated data analytics. Thanks to automation and intelligent advice, customers can access services, conduct transactions, and handle their accounts more confidently and efficiently. F. Financial Technology(Fintech) FinTech influences the digitalisation of the banking sector alongside the development of technology. A combination of financial systems and technology that creates new business models in financial transaction services. FinTech provides payment tools, money storage, and digital loan services, with one of its innovations being electronic money. FinTech can act as a disruption or collaboration with banking to increase financial access and transaction efficiency. By adopting QRIS, banks in Indonesia collaborate with FinTech to provide easier, safer, and more efficient transactions for the community [13]. G. Theory Fig 1. Delone & McLean Model Based on the theory of DeLone & McLean, the DeLone & McLean IS Success Model research model used in this study, the level of user satisfaction is influenced by several main variables in using QRIS as a digital payment system. This research model consists of 6 variables: information Quality, System Quality, Service Quality, Intention to Use, User Satisfaction, and Net Benefit [14]. Information quality refers to the information system producing accurate and relevant information, leading to more appropriate and effective decisions. In this context, indicators such as Authenticity Transaction (AT) and Digital Log (DL) are important in ensuring high information quality. Authenticity ensures that every recorded transaction is valid and tamper-proof, thus strengthening the integrity and reliability of the information. In addition, digital logs provide a chronological record of system activities, supporting the dimensions of timeliness and consistency. These indicators improve the overall quality of information and are important for informed and accurate decision-making in digital systems [15]. System Responsiveness (SR) and Speed of Transaction (ST) measure System Quality in implementing QRIS. System Responsiveness (SR) evaluates the extent to which the system can accurately respond to user input or requests. Afterwards, the Speed of Transaction assesses the system's efficiency in completing the transaction process. These indicators are highly relevant in digital payment systems, where Speed and smooth transactions are critical factors that affect user satisfaction. A system that responds slowly or requires a long time to process transactions can lead to frustration, decreased trust, and ultimately, lower satisfaction. Conversely, a highspeed and responsive system enhances the perceived performance and reliability of the system and therefore contributes positively to user satisfaction. [15]. Service Quality in a banking system with QRIS technology is crucial because users will feel safer and more trusting. It is related to variables such as Service Assurance (SA) to ensure reliable service and transaction data recovery for important transaction data history in QRIS. Then, Customer Resolution (CR) is a variable that ensures the 227 service can resolve problems or complaints faced by users in using QRIS for digital payments, so that the quality of service in QRIS digital payments can be relied on by users [15]. Intention to Use is important in adopting QRIS as a digital payment system in Indonesian banking. Banks in Indonesia encourage the use of QRIS with safe and efficient services. User trust in system security, subjective norms, and attitudes influence this intention to use QRIS in banking services, which increases confidence and sustainability [16]. User satisfaction is important in successfully adopting QRIS (Quick Response Code Indonesian Standard) digital payment systems, especially concerning security. The three main dimensions that significantly affect user satisfaction are information quality, system quality and service quality. Information quality relates to user information's accuracy, timeliness, and relevance, such as transaction confirmations, error messages, and security notifications. High-quality information reduces uncertainty and increases user confidence in the security of the payment system. System quality involves the reliability, usability, and security of the QRIS platform itself. A system that operates efficiently, is easy to navigate, and protects users from potential threats will foster confidence and encourage continued use. Service quality, conversely, refers to the responsiveness and effectiveness of support services in handling user issues, especially in cases of transaction failure or suspected fraud. Prompt and helpful customer service contributes to the perception of security and user satisfaction. These quality dimensions are critical in ensuring a safe and user-centric digital payment environment and are important for broader acceptance and sustainable usage of QRIS. It relates to banking as a service provider that ensures user needs are met under transaction activities via QRIS [15]. III. METHODOLOGY A. Proposed Model The author will modify the Delone and McLean model in this research process. It is a model used to assess how satisfied technology users are with the technology they use [17]. The author tries to extend the proposed model related to the theory above, the importance of using QRIS as a digital transaction tool in the future, and the various variables proposed. It will identify the variabel related to the satisfaction of QRIS using in banking such as Authenticity Transaction [18], Digital Log [19]as part of Information Quality, System Responsiveness [20], Speed Transaction [21] as part of System Quality, and Service Assurance [22], Customer Resolution [23] as part of Service Quality. Fig 2. Proposed Model B. Variables and Sources Table 1 below explains the variables and reference sources used in this study, where variables are characteristics or attributes that can be measured or observed. In contrast, reference sources are materials used to collect the information needed. Variables can influence research results, while sources can be books, articles, or empirical data. TABLE I. VARIABLES AND SOURCES Variable Symbol Sources Authenticity Transaction AT M. A. U. Naser, E. T. Jasim, and H. M. Al-Mashhadi, 2020. Digital Log DL R. Ramayanti, 2024. System Responsiveness SR M. F. Hartono, N. Nandang, D. B. Ramadhani, and I. Rosalia, 2025. Speed Transaction ST Pinandito and R. F. Brilliansyach, 2024. Service Assurance SA D. Q. Nada, S. Suryaningsum, and H. K. S. Negara, 2021. Customer Resolution CR C. Wirabuana, R. Marbanie, D. I. Sensuse, D. S. Hidayat, and E. H. Purwaningsih, 2024. C. Data Research Researchers conducted this research in Indonesia, and many respondents used QRIS, Bank BCA, Bank BRI, Bank Mandiri, Bank BNI, and Bank Permata. The author used a non-probability sampling technique with a purposive sampling technique. This study targets bank QRIS system users in Indonesia. Respondents must be 18 years or older and use QRIS for daily transactions. Researchers use the Krejcie & Morgan Formula to determine the ideal sample size for 392 respondents in the research calculation formula. The minimum sample size is 384 respondents. It is a requirement in the calculation formula where the QRIS user population exceeds the minimum provision limit of 1 million respondents. In this study, the purposive sampling technique, such as the non-probability sampling method, was used with special considerations to suit a sample with a specific purpose or objective [24]. In this study, the author used a questionnaire technique in data collection, then created it in Google Forms and distributed it online through various social media applications. The author used Smartpls Software to analyse the respondents' data. In addition to the above, to measure how high and low the respondent's answers are, this study uses a Likert Scale of 1 - 4, where 1 = strongly disagree, 2 = disagree, 3 = agree, and 4 = strongly agree. D. Research Hypothesis Proposed The hypothesis in Table 2 is a temporary answer or assumption proposed as a possible answer to the research question that still needs to be tested for its truth. The hypothesis proposed for each variable, such as AT, DL, SR, ST, SA, and CR, functions as a prediction or estimate of what 228 might happen or how the relationship between the variables will be studied. TABLE II. HYPOTHESIS DESCRIPTION Hypothesis Description H1 Authenticity Transaction has a significant influence on user satisfaction. H2 Digital Log has a significant influence on user satisfaction. H3 System Responsiveness has a significant influence on user satisfaction. H4 Speed Transaction has a significant influence on user satisfaction. H5 Service Assurance has a significant influence on user satisfaction. H6 Customer Resolution has a significant influence on user satisfaction. E. Research Question This research discusses several things, such as: a. Based on the proposed external variables, what influences QRIS user satisfaction in this research? b. Which variables are the most influential in this research? IV. R ESULT AND DISCUSSION A. Path Diagram Fig 4. Path Diagram B. Validity and Reliability Test Result To assess construct validity and reliability, exogenous and endogenous variables were evaluated based on Average Variance Extracted (AVE) and Cronbach's Alpha/Composite Reliability (CA/CR). An AVE value ≥ 0.50 indicates adequate convergent validity, meaning the latent construction accounts for at least 50% of the variance in its indicators. The AVE results show that all proposed external variables are accurate, relevant, and follow the correct context. For future decision making, data measurement needs to be carried out and appropriately analysed.. Lower CA and CR values indicate unsatisfactory reliability because they increase standard errors and reduce the precision of parameter estimates. The CA/CR results show that all proposed external variables are consistent and reliable. We will see the results of the validity and reliability tests in Table III. TABLE III. VALIDITY AND RELIABILITY RESULT Var CA CR (Rho_c) AVE Result CA/CR AVE AT 0.925 0.943 0.769 Rel. Val. DL 0.937 0.952 0.800 Rel. Val. SR 0.910 0.933 0.735 Rel. Val. ST 0.907 0.931 0.730 Rel. Val. SA 0.935 0.950 0.793 Rel. Val. CR 0.920 0.940 0.758 Rel. Val. C. T-statistic Result The T-statistic results presented in Table IV show that all research variables have t-statistic values that exceed the threshold of 1.96, corresponding to a significance level of 5% (α = 0.05) or a confidence level of 95%. TABLE IV. T-STATISTIC RESULT Path STDEV T - Statistic Result AT->IU->US 0.036 2.282 Sig. DL->IU->US 0.037 8.442 Sig. SR->IU->US 0.036 4.829 Sig. ST->IU->US 0.032 5.497 Sig. SA->IU->US 0.034 4.388 Sig. CR->IU->US 0.041 2.720 Sig. The results of bootstrapping data processing show that all variables influence the level of satisfaction with the QRIS Digital Payment Security System, as seen in Table 4 below. These results prove that the six variables such as Authenticity Transaction (AT), Digital Log (DL), System Responsiveness (SR), Speed Transaction (ST), Service Assurance (SA) and Customer Resolution (CR) are important factors to the user 229 satisfaction towards the QRIS security system in everyday use. D. Hypothesis Results Based on the results of the Hypothesis testing presented in Table V, it shows that the previously proposed hypothesis for six external variables on Table 2, shows that each variable, such as Authenticity Transaction (AT), Digital Log (DL), System Responsiveness (SR), Speed Transaction (ST), Service Assurance (SA), and Customer Resolution (CR) greatly influences user satisfaction. TABLE V. Hypothesis Results Hypothesis Description Result H1 Authenticity Transaction has a significant influence on user satisfaction. Accepted. H2 Digital Log has a significant influence on user satisfaction Accepted. H3 System Responsiveness has a significant influence on user satisfaction Accepted. H4 Speed Transaction has a significant influence on user satisfaction Accepted. H5 Service Assurance has a significant influence on user satisfaction Accepted. H6 Customer Resolution has a significant influence on user satisfaction Accepted. V. CONCLUSION Based on various measurements and adhering to required standards, the study's conclusion shows that the proposed external variables have a strong enough influence to satisfy technology users.. For example, the Information Quality variable, which includes the Authenticity Transaction and Digital Log (DL) variables, significantly influences User Satisfaction. It explains that QRIS System Security as a Digital Payment must have clear information regarding the authenticity of transaction evidence and transaction records stored when QRIS users need it, then for System Quality variables such as System Responsiveness (SR) and Speed Transaction (ST), where QRIS system security must have transaction speed when processed. The system can respond to various things that happen. The last is the Service Quality variable, namely Service Assurance (SA) and Customer Resolution (CR), which QRIS technology users will feel satisfied if problems they experience can be resolved with absolute certainty and accepted by both parties, both from the QRIS technology users' and QRIS technology organisers' sides.. To further increase knowledge on the other side, the author suggests conducting further research on using QRIS in Indonesia, both internally by the company that organises it and customers who want to use it. It can be done with variables, techniques and other research methods and models, such as Systematic Literature Review and so on, so that it can add insight for application developers, lecturers, students, and other researchers related to how to implement technology with the QRIS system in other developing countries such as Indonesia. ACKNOWLEDGMENT The author expresses sincere gratitude to all individuals who contributed to completing this research on " User Satisfaction Factors of the QRIS Digital Payment Security System in Private and Government Banks." This research would not have been feasible without the unwavering commitment, assistance, and proficiency of those to whom the author would like to express gratitude. Special thanks to Rafael Febrian Kurniawan, Dylan Nathanael, and Noreen Trixie Aurelie, who collected and researched the literature, which formed the basis of this research.. 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