Model Integratif Tam Dan Neuroticism Dalam Menjelaskan  Kepuasan Merchant Qris

I Gusti Ayu Diana Dana Putri; Gusi Putu Lestara  Permana

doi:10.55903/juria.v5i1.392

Authors

I Gusti Ayu Diana Dana Putri Universitas Pendidikan Nasional, Indonesia
Gusi Putu Lestara Permana Universitas Pendidikan Nasional, Indonesia

DOI:

https://doi.org/10.55903/juria.v5i1.392

Keywords:

QRIS, Kepuasan Merchant, TAM, Digital Payment Quality, Neuroticism

Abstract

Transformasi digital telah menggeser perilaku transaksi masyarakat dari sistem tunai menuju pembayaran digital, salah satunya melalui penerapan Quick Response Code Indonesian Standard (QRIS) di Indonesia. Meskipun adopsi QRIS meningkat pesat, kepuasan merchant masih menghadapi tantangan teknis seperti keterlambatan pencairan dana (delay settlement) dan beban biaya Merchant Discount Rate (MDR). Penelitian ini bertujuan untuk menganalisis pengaruh Perceived Ease of Use (PEOU), Digital Payment Quality (DPQ), dan Perceived Usefulness (PU) terhadap kepuasan merchant, dengan Neuroticism sebagai variabel moderasi. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan teknik purposive sampling terhadap pelaku Usaha Kecil dan Menengah (UKM) di Kota Denpasar. Data primer dikumpulkan melalui kuesioner dan dianalisis menggunakan metode Partial Least Squares Structural Equation Modeling (PLS-SEM) melalui perangkat lunak SmartPLS. Hasil penelitian menunjukkan bahwa Perceived Ease of Use, Digital Payment Quality, dan Perceived Usefulness berpengaruh positif dan signifikan terhadap kepuasan merchant. Sebaliknya, Neuroticism ditemukan berpengaruh negatif signifikan terhadap kepuasan, yang mengindikasikan bahwa kecemasan akan risiko transaksi dapat menurunkan tingkat kepuasan. Dalam pengujian moderasi, Neuroticism tidak memoderasi hubungan PEOU dan DPQ terhadap kepuasan, namun secara unik berhasil memoderasi hubungan Perceived Usefulness secara positif. Hal ini menunjukkan bahwa manfaat nyata QRIS menjadi "peredam kecemasan" yang sangat efektif bagi individu dengan tingkat neuroticism tinggi. Kesimpulannya, kepuasan merchant UKM di Denpasar sangat ditentukan oleh kemudahan, kualitas teknis, dan manfaat fungsional sistem. Penyedia layanan disarankan untuk memprioritaskan keandalan infrastruktur dan keamanan sistem guna memitigasi kecemasan psikologis pengguna dan menjaga keberlanjutan ekosistem digital.

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