Customer Satisfaction as a Mediating Factor in QRIS Repurchase Intention: Evidence from Culinary MSME Consumers in Samarinda

Abstract

The increasing adoption of QRIS payment in Indonesia has transformed consumer transaction behavior, particularly in culinary micro, small, and medium enterprises. However, understanding the factors that encourage consumers to reuse QRIS payment remains important, as repeated usage is not only determined by technological adoption but also by user satisfaction. This study aims to examine the effect of perceived ease of use and perceived security on repurchase intention, with customer satisfaction as a mediating variable in QRIS payment usage. This study employed a quantitative approach with an explanatory research design. Data were collected through an online questionnaire from 158 QRIS users who had conducted transactions at culinary MSMEs in Samarinda City. The data were analyzed using Partial Least Squares Structural Equation Modeling through SmartPLS. The results show that perceived ease of use and perceived security significantly affect customer satisfaction. Customer satisfaction also significantly influences repurchase intention. In addition, perceived ease of use has a significant direct effect on repurchase intention, while perceived security does not directly affect repurchase intention. The mediation analysis shows that customer satisfaction partially mediates the relationship between perceived ease of use and repurchase intention and fully mediates the relationship between perceived security and repurchase intention. These findings highlight the importance of ease, security, and satisfaction in encouraging repeated QRIS usage and provide practical implications for culinary MSMEs and digital payment providers.