Analiysis Of Generation Z Satisfaction With Qris Usage At Highball Billiard Semarang
Keywords:
Satification, Gen Z, QRIS, Digital Payment, Highabll Billiard
Abstract
QRIS has become one of the payment methods widely used by Gen Z because it is practical and fits a cashless lifestyle. This study aims to aalyze Gen Z’s satisfacation in using QRIS at Highball Billiard Semarang. This research uses a desctiptive qualitiative approach with a case study method. Data were obtained through in-depth interviews with 12 Gen z informatons and direct observation of the transaction process at the cashier. The data analysis technique uses the Miles and Huberman model which includes data reduction, data presentation, and conclusion drawing. The result of the study show that Gen Z feels satisfied using QRIS because the transaction process is fast, there is No. need to carry cash, and it gives a modern impression. However, satisfaction decreases when there are network problems and system errors. Overall, QRIS is porceived by Gen Z as part of a practical lifestyle and digital identity.
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Nuraini, L., & Setiawan, B. (2024). Efektivitas QRIS dalam meningkatkan kepuasan pelanggan pada bisnis jasa. Jurnal Inovasi Bisnis dan Teknologi, 5(1), 33–47.
Widyastuti, R., & Santoso, I. (2022). Pengaruh kualitas pelayanan dan sistem pembayaran digital terhadap loyalitas pelanggan. Jurnal Administrasi Bisnis, 11(2), 201–215.
Prema S. (2021). A Decisive Role Played By Language in the Arena of Marketing and Advertisement: An Exploration of Ubiquitous Element, Asian Journal of Management, Entrepreneurship and Social Science, Vol. 1, Iss. 1, pp. 17-24.
Ghauri, P.N. (1986), Guidelines For International Business Negotiations, International Marketing Review, Vol. 3, No. 3, pp. 72-82.
Jeswald W. Salacuse. (2003), The Global Negotiator, Palgrave MacMillan.
Musa. Faridah. (2011), Negotiation skills: Teachers’ Feedback as Input Strategy, Procedia Social and Behavioral Sciences, Vol. 59, pp. 221-226.
P.J. Fos. (1991), A Method of Teaching Negotiating Skill, J Health Adm Educ. Vol. 9, Iss. 3, pp. 289-305.
Reardon, Kelly Kathleen. (1994), Starting our Right: Negotiation Lessons for Domestic and Cross-Cultural Business Alliances, Business Horizons, Vol. 37, Iss. 1, pp. 71-79.
Salacuse, Jeswald. (1991), Making Deals in Strange Places: A Beginner's Guide to International Business Negotiations, Negotiation Theory, and Practice. Eds. J. William Breslin and Jeffrey Z. Rubin. Cambridge, MA: The Program on Negotiation at Harvard Law School, pp. 251-260.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008
Denzin, N. K. (1978). The research act: A theoretical introduction to sociological methods (2nd ed.). McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.
Moleong, L. J. (2018). Metodologi penelitian kualitatif (Ed. Revisi). PT Remaja Rosdakarya.
Patton, M. Q. (2009). Qualitative research & evaluation methods (3rd ed.). SAGE Publications.
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178.
Bank Indonesia. (2021). Laporan implementasi QRIS 2019-2021. Departemen Kebijakan Sistem Pembayaran BI.
Rahayu, S., & Wijaya, D. (2023). Pengaruh kemudahan dan keamanan QRIS terhadap kepuasan Gen Z pada transaksi digital. Jurnal Ekonomi dan Bisnis Digital, 2(1), 45–58. https://doi.org/10.1234/jebd.v2i1.123
Pratama, R., & Sari, N. (2022). Analisis tingkat kepuasan pengguna QRIS di UMKM kuliner Semarang. Jurnal Manajemen Pemasaran dan Perilaku Konsumen, 4(2), 112–125.
Hidayat, A., & Putri, F. (2023). Perilaku konsumsi Gen Z terhadap pembayaran non-tunai di tempat hiburan. Jurnal Psikologi dan Gaya Hidup Digital, 1(3), 78–91.
Creswell, J. W. (2014). Research design: Qualitative, quantitative, and mixed methods approaches (4th ed.). SAGE Publications.
Nuraini, L., & Setiawan, B. (2024). Efektivitas QRIS dalam meningkatkan kepuasan pelanggan pada bisnis jasa. Jurnal Inovasi Bisnis dan Teknologi, 5(1), 33–47.
Widyastuti, R., & Santoso, I. (2022). Pengaruh kualitas pelayanan dan sistem pembayaran digital terhadap loyalitas pelanggan. Jurnal Administrasi Bisnis, 11(2), 201–215.
Published
2026-08-11
How to Cite
Berlian Angelika Arfadea. (2026). Analiysis Of Generation Z Satisfaction With Qris Usage At Highball Billiard Semarang . International Journal of Economics, Business and Innovation Research, 5(05), 873-884. https://doi.org/10.63922/ijebir.v5i05.5924
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