The Paradox of Inclusivity in Multi-QRIS Code Payment Systems: A Literature Review on Consumer and Merchant Experience in Jabodetabek

This study investigates the dynamics of multi-code QRIS adoption in retail stores across Jabodetabek using a qualitative phenomenological approach, focusing on the interplay between consumer preferences, merchant adaptation strategies, and the role of service providers in the digital payment ecosystem. Based on in-depth interviews with 15 key informants (merchants, consumers, and fintech representatives), participatory observations, and policy document analysis, the study reveals a paradox between systemic flexibility and operational fragmentation, which increases cognitive and administrative burdens. While QRIS promotes non-cash transactions and access for digital-native users, the presence of multiple QR codes exacerbates digital illiteracy, operational inefficiencies, and invisible carbon footprints. Using Self-Determination Theory (SDT), the analysis highlights the tension between autonomy, competence, and relatedness in actual adoption practices. The study develops a phenomenological model of consumer decision-making, a typology of merchant adaptation, and policy recommendations grounded in local contexts. Findings underscore the urgency of regulatory harmonization, tiered digital literacy programs, and cross-sector collaboration to advance a more inclusive and sustainable payment ecosystem.