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All Journal Paradigma : Journal of Science, Religion and Culture Studies Jurnal Administrasi Bisnis JURNAL PENELITIAN PERAWAT PROFESIONAL Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) MAHESA : Malahayati Health Student Journal Kalbisocio: Jurnal Bisnis dan Komunikasi Jurnal Keuangan dan Perbankan Jurnal Manajemen dan Pemasaran Digital Journal of Accounting, Management and Islamic Economics
Nuri Wulandari, Nuri
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Religion Humanities Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Health Professions Languange, Linguistic, Communication & Media Medicine & Pharmacology Nursing Public Health Social Sciences Veterinary

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The Effect of Expectation Confirmation and Perceived Usefulness on Continuance Intention of QRIS Mobile Banking Users: The Mediating Role of Customer Satisfaction Alfiyaturrohmah, Rizka; Prabantarikso, Mahelan; Simatupang, Batara Maju; Wulandari, Nuri
KALBISOCIO Jurnal Bisnis dan Komunikasi Vol. 13 No. 1 (2026): KALBISOCIO Jurnal Bisnis dan Komunikasi
Publisher : Research and Community Service UNIVERSITAS KALBIS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53008/cxga0q84

Abstract

This research aims to test the influence of expectation confirmation and perceived usefulness on the continuance intention of QRIS mobile banking users mediated by customer satisfaction. The sample in this study were banking customers who were recorded as actively using QRIS services spread including Jakarta, West Java and East Java involving 300 respondents. The analysis technique used Structural Equation Modelling – Partial Least Squares analysis. The results of the research obtained: perceived usefulness, expectation confirmation, and customer satisfaction has a significant effect on continuance intention; expectation confirmation has an effect on customer satisfaction; and gender demographic factors (control variables) have a significant effect on continuance intention, whereas age and income factors are not significant. The managerial implication is that banking service providers in Indonesia can continue to innovate and develop QRIS, which is not only the development of QRIS MPM, QRIS CPM, and QRIS TTS, but can also answer business challenges and customer needs for QRIS mobile banking services that enable customers to conduct digital financial transactions across countries.
Co-Authors Adiratna Sekar Siwi Alfiyaturrohmah, Rizka Andriani, Meta Ardianto, Ferenisyah Ari Nugroho, Surya Arni Nur Rahmawati Chairunnisa, Greisa De Jager, Johan W. Dewi Anjani Sudrajat, Nikita Hagin Maengga, Javine Haryanti, Enny Kurniawati, Arie Lifa Meisyah Putra, Vito Lutfia, Nurul Luthfiyah, Afifatunisa Mahry, Syarifah Endolusia Maju Simatupang, Batara Nur Assyifa, Salsabila Prabantarikso, Mahelan Rofianto, Whony Santi Rimadias Simatupang, Batara Simatupang, Batara Maju Suci Khasanah Sundari, Ririn Isma