CONTINUOUS ANALYSIS OF CUSTOMER BEHAVIOR IN USING CONTACTLESS PAYMENTS IN YOGYAKARTA (STUDY ON QRIS PAYMENTS)

Abstract The use of QRIS is a fairly effective payment method during the pandemic, especially in the tourism and trade sectors. The increase in the use of QRIS is not only because of the convenience but also because of government support in the form of incentives for business actors who have used QRIS. This payment digitization encourages the people of Yogyakarta to make digital transactions. This study aims to identify and continuously analyze the usage of customer behavior in using contactless payments in Yogyakarta. The research method used is a quantitative approach method, the population in this study is the community of QRIS users as a means of transaction in making payments originating and domiciled in the Special Region of Yogyakarta (province), which consists of the people of Yogyakarta City, Sleman Regency, Kulon Progo Regency, Gunungkidul Regency, and Bantul Regency. The sample was selected for respondents aged 19-54 years as many as 100-300 respondents. The data collection technique uses a questionnaire, and the analysis technique uses the Partial Least Square (PLS) approach. The results of the analysis show that the most significant factor in influencing continuous usage is perceived ease of use (PEU) through user satisfaction (US) mediation. The findings of this study make an important contribution to system developers and managers in an effort to improve user retention. The importance of user satisfaction (US) in continuous usage (CU) emphasizes the need to develop a system that is not only easy to use but also able to provide a satisfying experience.