The Influence of Perceived Ease of Use and Perceived Benefit on QRIS User Satisfaction in Pontianak City

Electronic Journal of Education, Social Economics and Technology Vol. 6, No. 2, (2025), pp. 1~7, Article ID: 1133 ISSN 2723-6250 (online) DOI: https://doi.org/10.33122/ejeset.v6i2.1133 Research Article The Influence of Perceived Ease of Use and Perceived Benefit on QRIS User Satisfaction in Pontianak City * Kartika, and Helman Fachri Faculty of Economics and Business, Universitas Muhammadiyah Pontianak, Pontianak, Indonesia, 78124 *Corresponding Author: | Phone: +6285828415889 ABSTRACT The adoption of QRIS in Pontianak has continued to grow in line with changing payment patterns among the community. This study aims to analyze the influence of perceived ease of use and perceived benefit on QRIS user satisfaction. A quantitative method with an associative design was employed, involving 100 respondents selected through purposive sampling. Data were collected using a 5-point Likert scale questionnaire and analyzed through validity and reliability testing, classical assumption tests, and multiple linear regression analysis. The results indicate that all instruments were valid and reliable, the data were normally distributed, and no multicollinearity was detected. Regression analysis produced a correlation coefficient (R) of 0.708 and a coefficient of determination (R²) of 0.502. The F-test confirmed that both independent variables simultaneously have a significant effect on satisfaction (F = 48.806; p < 0.001). Partial tests showed that perceived ease of use (β = 0.401; p < 0.001) and perceived benefit (β = 0.274; p = 0.002) each exert a significant positive influence. In conclusion, QRIS user satisfaction is determined by the perceived ease of use and perceived benefits. The practical implication emphasizes the need for service providers to continuously improve accessibility, security, and the added value of transactions. Future research is recommended to incorporate additional variables such as trust or service quality and to extend the scope of study areas for broader generalization. Keywords: Perceived Ease of Use; Perceived Benefit; Satisfaction 1. INTRODUCTION The development of digital payment technology in Indonesia is evident not only at the national level but also increasingly visible at the regional scale. West Kalimantan Province serves as a clear example of an area that has responded positively to this transformation. In recent years, the adoption of QRIS in this region has grown significantly, driven by extensive socialization efforts and the strengthening of digital infrastructure by service providers and relevant authorities. According to data from Bank Indonesia (2025), the number of QRIS users in West Kalimantan increased from 349,582 in 2022 to 648,535 in 2023, marking a growth of 85.6%. This upward trend continued in 2024, reaching 716,677 users, an annual increase of 10.5%. Such growth reflects the rapid adoption of QR code–based payment technology in the region and highlights the positive reception of society, who increasingly view this method as practical, efficient, and aligned with modern transaction needs. Changes in consumer preferences can also be observed by comparing cash and non-cash transactions over time. In West Kalimantan, the use of non-cash payment instruments, particularly QRIS, has consistently increased and gradually begun to dominate transaction patterns. Although cash payments still exist, the tendency to shift toward digital methods has strengthened year after year. Data from Bank Indonesia (2025) indicate that both cash and non-cash transactions grew between 2022 and 2024, but the growth rate of non-cash transactions was far more significant, mainly due to the massive utilization of QRIS, which offers ease, security, and efficiency to users. This phenomenon signals a transformation in payment behavior among the people of West Kalimantan. While cash previously dominated, preferences are now gradually shifting toward digital systems. This shift not only reflects the adoption of technology in everyday economic activities but also indicates increasing literacy and public trust in digital financial services. Ease of use is one of the key factors influencing the acceptance of digital payment technology. Davis (1989) defines perceived ease of use as an individual’s belief that a system can be used without significant effort or difficulty. Similarly, Davis & Granić (2024) argue that it refers to the extent to which a person believes that using a system requires minimal physical or mental effort. QRIS was designed to ensure transactions are simple, understandable, and practical. Widiyanti (2020) explains that ease of use is perceived when a technology is clear, straightforward, and easy to operate. In line with this, Tahar et al. (2020) highlight that accessible features and intuitive interfaces strengthen positive perceptions that a Page 1 of 7 Kartika & Fachri Electronic Journal of Education, Social Economic and Technology, Vol. 6, No. 2, (2025), pp.1~7, Article ID: 1166 technology is user-friendly. However, perceived ease of use remains relative: users familiar with digital services may find QRIS highly efficient, while new users might still perceive steps such as opening an app, selecting menus, and scanning a QR code as somewhat complex. The concept of perceived benefit emphasizes the belief that a technology provides tangible advantages for its users. Mimba (2016) in Wiyono (2021) states that systems are more likely to be adopted when they are perceived to enhance performance. Similarly, Kim et al. (2023) describe perceived benefit as a positive evaluation of the value or advantages expected from a product or service. Guo et al. (2023) further explain that such benefits arise from attributes inherent in the system as well as consequences experienced by the user. In the context of digital payments like QRIS, benefits are not limited to transaction speed but also include convenience, security, and efficiency. Effendy (2020) classifies perceived benefits into three dimensions: economic value, convenience, and process effectiveness. Users tend to continue using QRIS when they perceive advantages such as faster transactions, freedom from handling change, and reduced physical contact. Conversely, if QRIS fails to deliver added value compared to cash, it is less likely to be considered beneficial. The combination of ease of use and perceived benefit ultimately shapes user satisfaction. Sasongko (2021) defines satisfaction as a feeling that arises when individual needs or expectations are fulfilled. Nasfi et al. (2020) emphasize that satisfaction results from an individual’s perception during or after interactions with a service, while Syarif & Widodo (2020) highlight that satisfaction may manifest as either joy or disappointment, depending on the match between expectations and outcomes. In the case of QRIS, satisfaction extends beyond the ability to complete payments—it is also reflected in a userfriendly interface, seamless tr (...truncated)