A survey of 493 Indonesian QRIS users found that perceived information quality was most strongly associated with trust, followed by system and service quality. Trust predicted intention, and intention strongly predicted reported use, while perceived regulatory support did not significantly moderate the trust–intention link. These are user-perception relationships, not direct proof that interface changes will cause more transactions.
Key findings
- Information quality predicted trust most strongly (β=0.539), followed by system quality (β=0.305) and service quality (β=0.086). Trust predicted intention (β=0.393), and intention predicted use (β=0.762). Regulatory-support moderation was unsupported (β=0.033, t=0.655). Explained variance was 67.8% for trust, 59.5% for intention and 58.1% for use, with SRMR=0.078.
Why this matters globally
Countries building interoperable QR standards can use these findings as design hypotheses: readable amounts, rapid receipts, clear failure explanations and predictable dispute or refund flows. They should still be tested against real transaction data and across digitally unequal user groups.
Thai researcher contribution
Waiphot Kulachai of Suan Sunandha Rajabhat University's Graduate School collaborated with Indonesian and Taiwanese institutions on digital-user behaviour modelling. QRIS and all respondents are Indonesian; this is not evidence about Thailand's PromptPay system.
Limitations to consider
The cross-sectional, self-reported survey is vulnerable to common-method bias and reverse interpretation. Information quality emphasised presentation more than content veracity, while habit, social influence, incentives, merchant density and perceived risk were omitted.