Determinants of Qris Continuance Among Msmes: The Role of Bank Indonesia Support in The Expectation Confirmation Model Framework
DOI:
https://doi.org/10.24256/kharaj.v8i3.11392Keywords:
QRIS; MSMEs; continuance use; Expectation Confirmation Model; Bank Indonesia support.Abstract
Payment digitalization has encouraged MSMEs to adopt QRIS; however, the success of innovation is not determined solely by initial adoption but also by continuance in daily transactions. This study examines the effects of confirmation, perceived usefulness, satisfaction, and Bank Indonesia support on QRIS continuance among MSMEs affiliated with Bank Indonesia in West Sumatra, while also testing the moderating role of Bank Indonesia support. An explanatory quantitative survey was conducted involving 140 MSME QRIS users. Data were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) with SmartPLS 4. The findings indicate that confirmation positively affects perceived usefulness and satisfaction. Furthermore, perceived usefulness, satisfaction, and Bank Indonesia support positively influence QRIS continuance. Nevertheless, Bank Indonesia support does not significantly moderate the relationships between satisfaction and continuance or between perceived usefulness and continuance. These results imply that institutional support works more effectively as a direct driver of continuance than merely as a factor that strengthens users' psychological evaluations. The originality of this study lies in integrating ECM with Bank Indonesia support in the context of regulator-assisted MSMEs in a regional digital payment ecosystem.
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