Title:
Unlocking Merchant Loyalty in the QRIS Ecosystem: Mediating Effects of Trust and Satisfaction

Authors:
Helda Yosintha, Ahmad Ikhwan Setiawan, Indonesia

Abstract:

This study investigates the influence of service quality on merchant loyalty through the mediating roles of customer satisfaction and trust among QRIS users at PT Bank Negara Indonesia (BNI) Surakarta Branch. Using a quantitative approach, data were collected through questionnaires distributed to 100 merchants registered as QRIS BNI users. The analysis was conducted using Structural Equation Modeling (SEM) with the SmartPLS 4.0 software. Service quality was measured through five key dimensions: assurance, security, convenience, responsiveness, and system reliability. The results demonstrate that service quality has a significant and positive effect on both customer satisfaction and trust. However, it does not directly influence merchant loyalty. Instead, satisfaction and trust act as significant mediators in the relationship between service quality and loyalty. This indicates that a positive perception of service quality alone is insufficient to generate merchant loyalty unless it leads to a sense of satisfaction and trust. These findings underscore the importance of managing merchant experience holistically by ensuring service consistency, reliability, and emotional engagement. The implications suggest that BNI should focus not only on enhancing service features but also on building long-term relational factors that foster satisfaction and trust. Future research may extend this model by incorporating other variables such as perceived value or technological readiness to understand merchant behavior in digital payment systems more comprehensively.

DOI: https://doi.org/10.51505/IJEBMR.2025.9602