Implementation of Financial Technology in The Quick Response (QR) Code Based Payment System Towards Customer Statisfaction at NTB Syariah Bank Pejanggik Main Branch
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ABSTRACT
This study aimed to discover and investigate the implementation of financial technology with
QR Code-based payment system and its effect on customers’ satisfaction at NTB Syariah
Bank Pejanggik Main Branch. This descriptive qualitative study gathered data from interviews
with key informants to the likes of management and officers of the bank, the development
team of the technology division, Customers, and merchants/partners who have collaborated
with the bank QRIS merchant services. The study concluded that the implementation of
financial technology has run well, and further development plans were needed to provide
QRIS CPM (Customer Presented Mode) services, QRIS TTS (Tarik Transfer Deposit), and
QRIS Issuer Cross Border. Customer satisfaction was measured through customers and
merchants who found it easier and safe payments as their reason for sustainably using and
recommending this feature to others. In addition, qualitative research enriched the knowledge
and perspectives of customers regarding the benefits and challenges faced using fintech, a
QR Code-based payment system. Hence, the bank needed to improve socialization and
literacy for both customers and merchants to remain using cash transactions with the QRIS
of NTB Syariah Bank.
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