Antecedents of Perceived Usefulness in the Continuance Usage Intention of QRIS Merchant Services: An Empirical Study of Users in Solo City, Indonesia
This study aimed to investigate the antecedents of perceived usefulness in the continuance usage intention of QRIS merchant services in Solo City, drawing upon the Expectation Confirmation Model (ECM) and extending it with facilitating conditions and perceived risk. The cross-sectional survey data from 201 merchants using QRIS in Solo City and analyzed it using Smart-PLS. This study showed that confirmation significantly impacts perceived usefulness but does not directly affect satisfaction, indicating that the influence of confirmation on satisfaction operates through the mediating mechanism of perceived usefulness. Satisfaction emerges as the primary driver of continuance usage intention, confirming its central role in post-adoption behavior. Facilitating conditions significantly enhance perceived usefulness, while perceived risk diminishes it. Perceived usefulness significantly influences satisfaction but does not directly affect continuance usage intention. The mediating analysis revealed that perceived usefulness fully mediates the confirmation-satisfaction relationship, while satisfaction does not mediate the perceived usefulness-continuance intention relationship. The results of this study confirmed the substantial role of cognitive and affective factors in shaping continuance usage intention. This research contributes to the development of theory by validating the relationships drawn from the Expectation Confirmation Model, and the novelty is the introduction of facilitating conditions and perceived risk as antecedents of perceived usefulness in the ECM framework. The research findings provide some practical implications and valuable insights for QRIS service providers, policymakers, and merchants in the environmental condition where technological and economic changes may occur at any time without certainty.