Customer Satisfaction and Intention to Use Mobile Financial Services: A Systematic Literature Review

Abstract

The study aims to provide a comprehensive literature review on customer satisfaction and intention to use mobile financial services, to find out the limitations of existing studies, and to guide a direction for future research. This research is narrative and qualitative in nature. There are 58 relevant and related articles selected for the systematic review which were mostly collected from the Scopus database and a few on snowball systems from other authentic databases. Weight analysis performs to identify the best predictors of the existing literatures and descriptive data are presented in tabular and graphical form. The study revealed that D&M IS Success model, TAM, and UTATUT theories have mostly been employed in existing literatures and SEM as frequently applied statistical techniques. Weight analysis disclosed that perceived usefulness, confirmation of expectation, trust, service quality, system quality, information quality, and perceived cost are the best predictors of customer satisfaction and perceived usefulness, satisfaction, self-efficacy, perceived benefit, hedonic motivation, perceived ease of use, and perceived risks are the best predictors of Intention to use MFS. These findings have implications for academicians to take into account such variables for developing new research frameworks and for practitioners in setting business strategies.

Customers’ behavioral intensions towards gas stations fast-food outlets in Egypt.

“…Based on earlier research (Ardani et al, 2019;Tendur et al, 2021;Ababneh et al, 2022;Uddin and Nasrin, 2023), quality, customer satisfaction, and behavioral intentions are all positively associated. According to some research on convenience stores at gas stations, there is a positive and linear association between a few qualitative traits of a convenience store and consumer behavioral intentions, like the intention to return or promote it to others.…”

Impact of Corporate Reputation on Customers’ Sustainable Usage Intention: The Mediating Role of Satisfaction

“…Before experiencing any particular services like mobile financial services, customers rely more on organizational or corporate reputation to recognize service quality and future usage intention. Uddin and Nasrin (2023) explore that corporate image is a promising antecedent of customers' sustainable usage intention. Samadou (2018) stated that corporate image has a direct effect on customers' continuance intention of using services.…”

“…Customers are generally preferring to choose the services of an organization for reputation in the market. Mobile financial service (MFS) is a digital financial service in which a customer can easily do banking activities by using an electronic device or digital assistance like a mobile phone, Tab, etc., from anywhere anytime (Uddin & Nasrin, 2023). MFS facilitates customers to deposit, withdraw, transfer, add & send money, pay utility & merchant bills, send remittances, mobile recharge, etc.…”

The Mediating Effect of Customer Satisfaction on Fintech Literacy and Sustainable Intention of Using Mobile Financial Services

“…Sustainable usage intention refers to the extent to which a customer perceives his willingness to use m-banking for a long time (Kang et al, 2012). Uddin and Nasrin (2023) found Fintech literacy as a promising antecedent of customers' continuance intention. Rahman (2021) explored that Fintech know-ledge significantly impacts on customers' actual usage behavior of MFS.…”