THE IMPACT OF E-TRUST ON USERS’ CONTINUANCE INTENTION TOWARD QRIS USAGE IN CASHLESS SOCIETY

Abstract

This study aims to examine the impact of Electronic Trust (E-Trust) on the Continuance Intention of QRIS (Quick Response Code Indonesian Standard) usage within Indonesia’s cashless society. Employing a descriptive–verificative quantitative approach, data were collected from 100 active QRIS users through purposive sampling to ensure experience-based responses. The instrument consisted of 17 valid and reliable items (Cronbach’s Alpha = 0.953). Data were obtained via an online questionnaire using a five-point Likert scale and analyzed using simple linear regression after passing the validity, reliability, normality, and linearity tests. The results show that E-Trust has a strong and positive influence on Continuance Intention (R = 0.786; R² = 0.619; β = 0.443; p < 0.001), meaning that 61.9% of users’ willingness to continue using QRIS is explained by their trust in the system’s integrity, security, and reliability. Therefore, the hypothesis (H1) stating that E-Trust has a positive and significant effect on Continuance Intention is accepted. These findings confirm that trust functions not only as psychological assurance but also as a behavioral driver sustaining user engagement in digital payments. Theoretically, this research reinforces the Expectation Confirmation Model and Consumer Behavior theory, while practically recommending that policymakers and service providers enhance transparency, strengthen anti-fraud mechanisms, and ensure user protection to maintain long-term trust and adoption in Indonesia’s cashless ecosystem.