Analysis of QRIS user satisfaction in the dana app for MSMEs using end-user computing satisfaction (EUCS) and customer satisfaction index (CSI)

Abstrak

The use of the Indonesian Standard Quick Response Code (QRIS) through the Dana app increasingly supports digital transaction activities for Micro, Small, and Medium Enterprises (MSMEs). User experience in using this service needs to be evaluated to understand their satisfaction levels. This study aims to find out the user satisfaction level of Qris on the Dana app among MSMEs in Central Lombok Regency based on five dimensions of End-User Computing Satisfaction (EUCS), namely Content, Accuracy, Format, Ease of Use, and Timeliness, as well as to measure the overall satisfaction level using the Customer Satisfaction Index (CSI). The study uses a quantitative approach with a survey design. The data was collected on May 20, 2026, using a 1–5 Likert scale questionnaire. A total of 150 MSMEs actors were selected using purposive sampling with the criteria of having used QRIS on the Dana app for at least one month and performing QRIS transactions at least three times per month. The instrument consisted of 23 initial statements, which were tested using Pearson Product Moment correlation for validity and Cronbach’s Alpha for reliability. The test results showed that 22 statements were valid, and all EUCS dimensions had reliability values above 0.60. Descriptive analysis showed that all EUCS dimensions fell into the satisfied category. Timeliness scored the highest average at 3.74, while Content and Accuracy scored the lowest at 3.51. The CSI calculation resulted in a value of 72%, which falls into the satisfied category. This indicates that the respondents generally gave a positive assessment of using Qris on the Dana app. EUCS provides insights into satisfaction based on each dimension, while CSI gives an overall picture of satisfaction. The research findings are limited to the MSMEs respondents studied in Central Lombok Regency