<![CDATA[Quick Response Code Indonesian Standard (QRIS) has rapidly become embedded in transaction routines across many service industries, car care businesses included. This study set out to examine how Perceived Usefulness and Perceived Ease of Use of QRIS shape Customer Loyalty via Customer Satisfaction among car salon patrons in DKI Jakarta. A survey-based quantitative design was applied, with 200 eligible car salon customers in DKI Jakarta providing questionnaire responses that were subsequently processed through Structural Equation Modeling–Partial Least Squares (SEM-PLS) in SmartPLS 4. Findings showed that QRIS's Perceived Usefulness significantly and positively influenced both Customer Satisfaction (? = 0.364; p < 0.001) and Customer Loyalty (? = 0.232; p < 0.001), and that Perceived Ease of Use likewise exerted a significant positive influence on Customer Satisfaction (? = 0.270; p < 0.001) and Customer Loyalty (? = 0.207; p < 0.001). Customer Satisfaction, in turn, significantly and positively predicted Customer Loyalty (? = 0.394; p < 0.001), acting as a partial mediator for the effects of both Perceived Usefulness (? = 0.144; p < 0.001) and Perceived Ease of Use (? = 0.107; p = 0.001) on loyalty. Overall, the results suggest that the practical benefits and user-friendliness customers associate with QRIS, as elements of the broader service encounter, help build satisfaction and loyalty among car salon patrons in DKI Jakarta.]]>
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