Service Reliability Beats Convenience: Explaining QRIS Satisfaction and Usage Intensity in South Sulawesi MSMEs

Hastari Hudri () and Sabbar Dahham Sabbar
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Hastari Hudri: Hasanuddin University
Sabbar Dahham Sabbar: Hasanuddin University

A chapter in Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025), 2026, pp 2262-2274 from Springer

Abstract: Abstract This study examines whether service reliability or perceived convenience matters more for sustaining QRIS usage among MSME merchants in South Sulawesi. Using a cross-sectional survey of 130 owner/managers (QRIS active ≥3 months), we estimate a mediation-only model with PLS-SEM: Service Reliability and Perceived Convenience influence merchant satisfaction, which then explains usage intensity (monthly frequency and average value). Service Reliability is modeled as a second-order formative construct built from authorization success ratio, stability/uptime, performance consistency, and incident recovery, other constructs are reflective. Results show Service Reliability relates strongly to Satisfaction (β = .52), while Perceived Convenience is positive but smaller (β = .21). Satisfaction exhibits a robust association with Usage Intensity (β = .67). As specified, direct links to Usage Intensity are constrained to zero, both antecedents act exclusively through Satisfaction. Indirect effects are significant, with the reliability–satisfaction–usage route (β_ind = .35) exceeding the convenience–satisfaction–usage route (β_ind = .14). Measurement quality meets recommended thresholds, the model explains substantial variance (R2_Satisfaction = .68, R2_Usage = .45), and PLS-predict indicates meaningful out-of-sample relevance. The findings refine post-adoption theory for real-time payments by establishing outcome assurance as the primary lever of sustained QRIS engagement and direct managerial attention to uptime, success ratio, and recoverability as first-order performance KPIs.

Keywords: QRIS; Service Reliability; Perceived Convenience; Merchant Satisfaction; Usage Intensity (search for similar items in EconPapers)
Date: 2026
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DOI: 10.2991/978-94-6239-709-5_158

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