ANALISIS ELECTRONIC SERVICE QUALITY PADA QUICK RESPONSE CODE INDONESIA STANDARD (QRIS) DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS DAN CUSTOMER SATISFACTION INDEX (STUDI PADA PENGGUNA QRIS OLEH UMKM DI PROVINSI BANTEN

Quick Response Code Indonesia Standard (QRIS) is a standardization of non-cash payments in Indonesia using QR Code. In nowdays, there are 5 million QRIS users and not reached the target of 10 million users since it was launced in January 2020. Banten province is one of the slowdowns in the use of QRIS. This study aims to analyze and assess the quality of services to MSMEs using QRIS in Banten Province. Under service quality can affected and reduced the number of QRIS users. Therefore, quality improvement in service is needed in a convincing effort to use QRIS. In this study, a sample of 100 respondents was selected using purposive sampling method. The methods used are Electronic Service Quality (E-SQ), Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). With a score of 85.73% in CSI calculations, it shows that the score is in the range of 81% - 100% and can be explained that consumers feel "Very Satisfied". However, in the calculation of IPA and GAP there are 6 attributes that fall into quadrant 1 and require improvement, such as accessibility, security, resources to guide new users, and serve related consumer complaints in case of payment problems.