The Influence of Barcode Scanning Payment System on Customer Satisfaction in Buying and Selling Transactions in Indonesia and India

Achbar Adi Saputra; Dwi Nita Aryani; Ritika Gahlaut; Lim Sheue Hui; Reetika Aggarwal; Nahian Sattar; Mohammed Shiyas

doi:10.32535/ijabim.v9i2.3367

The Influence of Barcode Scanning Payment System on Customer Satisfaction in Buying and Selling Transactions in Indonesia and India

Achbar Adi Saputra, Dwi Nita Aryani, Ritika Gahlaut, Lim Sheue Hui, Reetika Aggarwal, Nahian Sattar, Mohammed Shiyas

Abstract

In this era of digitalization, everything has changed, especially in the payment system. The payment system most often used in businesses involves barcode scanning, and this trend is skyrocketing. This research aims to test and analyze the effect of barcode scanning payment systems on customer satisfaction in Indonesia and India, focusing on systems such as QRIS in Indonesia and BharatQR and UPI QR in India. This study is quantitative research. Data was collected by distributing questionnaires to 50 respondents in India and 57 respondents in Indonesia, totaling 107 respondents. The independent variables are ease of use, trust, efficiency, usefulness, and safety, while customer satisfaction is the dependent variable. The data was analyzed using SPSS. The results exhibit that efficiency and security significantly impact customer satisfaction, while ease of use, trust, and usefulness do not affect customer satisfaction. These findings enrich the theory of customer satisfaction and provide valuable suggestions for financial regulators.

Keywords

Customer Satisfaction; Ease of Use; Efficiency; Safety; Trust; Usefulness

Full Text:

PDF

References

Anjali, R., & Suresh, A. (2019). A study on customer satisfaction of Bharat Interface For Money (BHIM). International Journal of Innovative Technology and Exploring Engineering, 8(6), 266-273.

Berraies, S., Yahia, K. B., & Hannachi, M. (2017). Identifying the effects of perceived values of mobile banking applications on customers: Comparative study between baby boomers, generation X and generation Y. International Journal of Bank Marketing, 35(6), 1018-1038. https://doi.org/10.1108/IJBM-09-2016-0137

Bhatnagar, A., Misra, S., & Rao, H. R. (2000). On risk, convenience, and Internet shopping behavior. Communications of the ACM, 43(11), 98-105.

Corritore, C. L., Kracher, B., & Wiedenbeck, S. (2003). Online trust: concepts, evolving themes, a model. International Journal of Human-Computer Studies, 58(6), 737-758.

Devica, S., & Widodo, M. S. (2023). Pengaruh perceived of benefit dan e-trust terhadap minat menggunakan QRIS [The influence of perceived benefits and e-trust on interest in using QRIS]. Jurnal Bisnis Perspektif, 15(2), 89-99. https://doi.org/10.37477/bip.v15i2.443

Edeh, F. O., Aryani, D. N., Kee, D. M. H., Samarth, T., Nair, R. K., Tan, Y. S., & Teh, Y. C. (2021). Impact of COVID-19 pandemic on consumer behavior towards the intention to use E-wallet in Malaysia. International Journal of Accounting & Finance in Asia Pasific, 4(3), 42-59. https://doi.org/10.32535/ijafap.v4i3.1205

Erwinsyah, E., Ningsih, K. E., Syahruddin, S., & Anjelita, K. (2023). Pengaruh persepsi kemudahan penggunaan dan persepsi kegunaan terhadap niat untuk menggunakan dan penggunaan aktual teknologi pembayaran digital QRIS [The influence of perceived ease of use and perceived usefulness on intention to use and actual use of QRIS digital payment technology]. Jurnal Ekonomi & Manajemen Indonesia, 23(1), 22-36.

Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40. https://doi.org/10.5539/ass.v8n13p40

Hutagalung, R. A., Nainggolan, P., & Panjaitan, P. D. (2021). Analisis perbandingan keberhasilan UMKM sebelum dan saat menggunakan Quick Response Indonesia Standard (QRIS) di Kota Pematangsiantar [Comparative analysis of the success of MSMEs before and during the use of the Quick Response Indonesia Standard (QRIS) in Pematangsiantar City]. Jurnal Ekuilnomi, 3(2), 94-103. https://doi.org/10.36985/ekuilnomi.v3i2.260

Iradianty, A. (2021). Exploring design and security perception on digital payment adoption among the Z Generation in Indonesia. Journal of International Conference Proceedings, 4(3), 353–363. https://doi.org/10.32535/jicp.v4i3.1336

Juniwati, J. (2015). Pengaruh perceived ease of use, enjoyment dan trust terhadap repurchase intention dengan customer satisfaction sebagai intervening pada belanja online (studi pada mahasiswa Universitas Tanjungpura Pontianak) [The influence of perceived ease of use, enjoyment and trust on repurchase intention with customer satisfaction as an intervening factor in online shopping (study on students of Tanjungpura University, Pontianak)]. Jurnal Ekonomi Bisnis dan Kewirausahaan, 4(1), 140-156. https://dx.doi.org/10.26418/jebik.v4i1.11465

Karim, M. W., Haque, A., Ulfy, M. A., Hossain, M. A., & Anis, M. Z. (2020). Factors influencing the use of E-wallet as a payment method among Malaysian young adults. Journal of International Business and Management, 3(2), 1-12. https://doi.org/10.37227/jibm-2020-2-21

Kee, D. M. H., Lai, K. H., Lee, J. C., Lee, K. J., Lee, J. L., Yosanti, I., & Aryani, D. N. (2022). Do you have a digital wallet? A study of e-wallet during the Covid-19 pandemic. International Journal of Accounting & Finance in Asia Pasific, 5(1), 24-38. https://doi.org/10.32535/ijafap.v5i1.1413

Kenyta, C. (2022). Analysis of the effect of perceived usefulness, perceived ease of use, and trust of security on customer loyalty through customer satisfaction on the OVO Application. International Journal of Review Management Business and Entrepreneurship, 2(2), 14-25. https://doi.org/10.37715/rmbe.v2i2.3347

Kotler, P., & Keller, K. L. (2015). Marketing Management (15th ed.). Pearson Education.

Laloan, W., Wenas, R., & Loindong, S. (2023). Pengaruh kemudahan penggunaan, persepsi manfaat, dan risiko terhadap minat apengguna e-payment QRIS pada Mahasiswa Fakultas Ekonomi dan Bisnis Universitas Sam Ratulangi Manado [The influence of ease of use, perceived benefits, and risks on interest in QRIS e-payment users among students at the Faculty of Economics and Business, Sam Ratulangi University, Manado]. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 11(02), 375-386. https://doi.org/10.35794/emba.v11i02.48312

Maula, M. M., & Sunarjo, W. A. (2023). The effect of perceived ease of use, behavior intention, securitry of non-cash transactions in the use of QRIS through the mobile banking application for customer satisfaction. INCOSHA, 1, 117-124.

Mustika, D. (2022). The effect of responsiveness and efficiency on customer satisfaction of Bank Syariah Indonesia (BSI) at Thursina Hospital in Duri City. Finest: Jurnal Riset dan Pengembangan Ekonomi Islam, 6(2), 135-149.

Nada, D. Q., Suryaningsum, S., & Negara, H. K. S. (2021). Digitalization of the Quick Response Indonesian Standard (QRIS) payment system for MSME development. Journal of International Conference Proceedings, 4(3), 551–558. https://doi.org/10.32535/jicp.v4i3.1358

Nadinta, P. S., & Kusumawati, N. (2023). Influence of QRIS payment customer satisfaction towards customer loyalty and continuity. Journal of Consumer Studies and Applied Marketing, 1(1), 61–66. https://doi.org/10.58229/jcsam.v1i1.52

Olivia, M., & Marchyta, N. K. (2022). The influence of perceived ease of use and perceived usefulness on e-wallet continuance intention: Intervening role of customer satisfaction. Jurnal Teknik Industri, 24(1), 13–22. https://doi.org/10.9744/jti.24.1.13-22

Rachmacandrani, N., Natsir, M., Respati, H., Haryanto, S., & Setiyadi, S. (2023). The effect of information quality, system quality, ease of use on user satisfaction’s QRIS (Quick Response Indonesian Standard) in SME’S. Journal of Economics and Public Health, 2(1), 1–8. https://doi.org/10.37287/jeph.v2i1.1572

Rachman, A. (2023, Dec 08). Volume QRIS Tembus 1,59 M Transaksi, 43,4 Juta Pengguna [QRIS Volume Reaches 1.59 M Transactions, 43.4 Million Users]. CNBC Indonesia. https://www.cnbcindonesia.com/market/20231208174752-17-495767/volume-qris-tembus-159-m-transaksi-434-juta-pengguna

Siagian, H., Tarigan, Z. J. H., Basana, S. R., & Basuki, R. (2022). The effect of perceived security, perceived ease of use, and perceived usefulness on consumer behavioral intention through trust in digital payment platform. International Journal of Data and Network Science, 6(3), 861–874. https://doi.org/10.5267/j.ijdns.2022.2.010

Sumadi, S., & Soliha, E. (2015). The effect of bank image and trust on loyality mediated by customer satisfaction. Jurnal Dinamika Manajemen, 6(2), 121–132. https://doi.org/10.15294/jdm.v6i2.4301

Times of India. (2022, December 5). How India Pays in Charts: Digital Payments Clock Over 23 BN Transactions in Q3. The Times of India. https://timesofindia.indiatimes.com/business/india-business/how-india-pays-in-charts-digital-payments-clock-over-23-bn-transactions-in-q3/articleshow/96002041.cms

Vasi?, N., Kilibarda, M., & Kaurin, T. (2019). The influence of online shopping determinants on customer satisfaction in the Serbian market. Journal of Theoretical and Applied Electronic Commerce Research, 14(2), 70-89. http://dx.doi.org/10.4067/S0718-18762019000200107

Widya, P. R., & Elisabet, E. (2022, August). Pengaruh e-service quality terhadap kepuasan pelanggan pengguna e-commerce di Kalimantan Barat [The influence of e-service quality on customer satisfaction of e-commerce users in West Kalimantan]. In UMMagelang Conference Series (pp. 938-952). FEBENEFECIUM.

DOI: https://doi.org/10.32535/ijabim.v9i2.3367