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

DOI

10.2991/978-94-6239-709-5_158How to use a DOI?

Keywords

QRIS; Service Reliability; Perceived Convenience; Merchant Satisfaction; Usage Intensity

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.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Hastari Hudri
AU  - Sabbar Dahham Sabbar
PY  - 2026
DA  - 2026/06/20
TI  - Service Reliability Beats Convenience: Explaining QRIS Satisfaction and Usage Intensity in South Sulawesi MSMEs
BT  - Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025)
PB  - Atlantis Press
SP  - 2262
EP  - 2274
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-709-5_158
DO  - 10.2991/978-94-6239-709-5_158
ID  - Hudri2026
ER  -