Adoption of QRIS Mobile Payment and Consumer Behavior of Generation Z in JABODETABEK: An Application of the Unified Theory of Acceptance and Use of Technology (UTAUT)
Dwi Rahmawati1*, Destiana2, Sarah Anistia3, Jufri Yandes4

1,2,3Universitas Terbuka, Indonesia 4Universitas Lampung, Indonesia

Abstract

The rapid development of mobile payment systems has transformed consumer behavior, particularly among Generation Z, who are considered digital natives. In Indonesia, the Quick Response Code Indonesian Standard (QRIS) was introduced as a standardized QR payment system to enhance transaction efficiency, safety, and accessibility. This study investigates the adoption of QRIS among Generation Z in the JABODETABEK region and examines how factors derived from the Unified Theory of Acceptance and Use of Technology (UTAUT)-Performance Expectancy, Effort Expectancy, Social Influence, and Facilitating Conditions-influence Behavioral Intention and Use Behavior. Data were collected through surveys distributed to 450 Generation Z respondents across Jakarta, Bogor, Depok, Tangerang, and Bekasi. Using Structural Equation Modeling with Partial Least Squares (PLS-SEM), results reveal that Performance Expectancy (&#946-=0.432, p<0.001), Effort Expectancy (&#946-=0.146, p=0.020), and Social Influence (&#946-=0.290, p<0.001) significantly predict Behavioral Intention, while Facilitating Conditions (&#946-=0.232, p=0.001) and Behavioral Intention (&#946-=0.354, p<0.001) significantly predict Use Behavior. The findings indicate that adoption of QRIS is not only driven by perceived utility and ease of use but also by peer influence and infrastructural support. Implications highlight the need for targeted financial literacy programs and strategic collaboration between regulators and fintech providers to encourage responsible financial behavior among Generation Z.

Keywords: QRIS, UTAUT, Generation Z, consumer behavior, digital payment

Topic: Business Transformation in the Digital Era