Peningkatan Kualitas Pelayanan Pembayaran Sistem QRIS Terhadap Peningkatan Usaha Pada Rumah Makan Sop Saudara H Arsyad di Kabupaten Sidenreng Rappang

Abstract

This study aims to analyze the extent to which the implementation of the QRIS digital payment system can improve service quality and contribute to business development at Rumah Makan Sop Saudara H. Arsyad in Sidenreng Rappang Regency. This research employed a descriptive qualitative approach, with data collected through observation, in-depth interviews, and documentation. Informants were selected using purposive sampling, consisting of seven participants: the business owner, a cashier, and five customers who had used QRIS services. Data were analyzed qualitatively with the assistance of NVivo 12 Plus to identify key themes. The findings reveal that the use of QRIS significantly enhances service quality, particularly in responsiveness and tangibles indicators. Employees are perceived as responsive, friendly, and quick to assist transactions, with strategically placed and neatly arranged QR codes. Reliability, assurance, and empathy indicators are also well-fulfilled, creating fast, secure, and convenient transactions. From a business development perspective, QRIS positively impacts operational efficiency, increases sales and revenue, and supports digital transaction recording. These findings indicate that QRIS not only plays a role in improving service quality but also serves as an adaptive strategy to support the growth and stability of micro, small, and medium enterprises (MSMEs), particularly in the culinary sector.

Keywords

Business Improvement; Culinary; UMKM; QRIS; Service Quality