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Analisis Literasi Keuangan Digital dan Kepercayaan pada Teknologi terhadap Kepuasan Nasabah melalui Efektivitas Penggunaan Qris di Bank Papua

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The digital transformation of banking requires PT Bank Papua to adapt through the use of electronic services such as QRIS. This study analyzes the influence of digital financial literacy and trust in technology on customer satisfaction, with the effectiveness of using QRIS as a mediating variable in digital banking services. This study uses a quantitative approach with the Structural Equation Modeling – Partial Least Squares (SEM-PLS) method which is processed using SmartPLS 4. The research population is active customers of Bank Papua in Jayapura City, with a sample of 164 respondents selected by purposive sampling. The results showed that trust in technology had a positive and significant effect on the effectiveness of using QRIS (β = 0.443; p < 0.001) and customer needs (β = 0.638; p < 0.001). Digital financial literacy also has a positive and significant effect on the effectiveness of using QRIS (β = 0.366; p < 0.001) and customer needs (β = 0.333; p < 0.001). However, the effectiveness of QRIS use did not have a significant direct effect on customer needs (β = -0.176; p = 0.275). In indirect testing, the effectiveness of using QRIS was proven to partially mediate the relationship between digital financial literacy and customer needs (β = 0.132; p < 0.001) and the relationship of trust in technology to customer needs (β = 0.080; p = 0.011). These findings show that customer needs are more directly influenced by digital financial literacy and trust in technology, but the effectiveness of using QRIS still plays a role in strengthening these relationships in the context of digital transformation of banking at Bank Papua.

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Detail Information

Series Title

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Call Number

T 112609 YAN a

Publisher

Jakarta : Program Magister Manajemen STIE Indonesia Banking School., 2026

Collation

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Language

Indonesia

ISBN/ISSN

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Classification

658.07

Content Type

text

Media Type

computer

Carrier Type

online resource

Edition

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Subject(s)

Karya Ilmiah Tugas Akhir
Tesis Manajemen IBS

Specific Detail Info

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