The Adoption of BCA Bank's QRIS Digital Payment in Bandung City Using the UTAUT 2 Method

This study investigates the adoption of BCA Bank’s QRIS digital payment in Bandung City using the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) framework. Data were collected from 400 active users through a purposive sampling method and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that performance expectancy, effort expectancy, social influence, and habit significantly influence users’ behavioral intention to adopt QRIS. Conversely, facilitating conditions, trust, and perceived risk were not found to have a significant impact. Furthermore, behavioral intention strongly predicts actual usage behavior. Demographic analysis reveals that the majority of users are young students, predominantly female, from lower to middle socioeconomic backgrounds. These findings offer practical implications for financial service providers and policymakers, emphasizing the need to focus on usability, social influence, and habit formation to enhance digital payment adoption.

本研究基于技术接受与使用统一理论2 (Unified Theory of Acceptance and Use of Technology 2, UTAUT2) 框架，探讨万隆市用户对BCA银行QRIS数字支付服务的采纳情况。本研究通过立意抽样法招募400名活跃用户收集调研数据，并采用偏最小二乘结构方程模型 (PLS-SEM) 开展数据分析。研究结果显示，绩效期望、努力期望、社会影响与使用习惯均会对用户采纳QRIS的行为意向产生显著正向影响；反之，便利条件、信任程度与感知风险则未被发现存在显著影响。此外，用户的行为意向可显著正向预测其实际使用行为。人口统计学分析结果表明，受访用户以年轻学生群体为主，女性占比更高，且大多来自中低收入社会经济阶层。本研究结论可为金融服务提供商与政策制定者提供实践参考，强调需聚焦优化使用便捷性、强化社会影响与培养用户使用习惯，以提升数字支付服务的整体采纳率。