Perceived transaction cost and its antecedents associated with fintech users' intention: Evidence from Pakistan

Li, Chunling; Khaliq, Nosherwan; Chinove, Leslie; Khaliq, Usama; Ullah, Mirzat; Lakner, Zoltán; Popp, József

doi:10.1016/j.heliyon.2023.e15140

Cited by 8 publications

(6 citation statements)

References 34 publications

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“…More recently, these services have begun to evolve into a service provided by human chat service agents (chatbots), which are designed to communicate with customers using natural language [71]. Other examples, specific to the financial sector, of how digital technology is reforming the boundaries of customer experience are the concepts of the digital wallet, which seeks to create a seamless customer journey by simplifying the processes of e-commerce [73][74][75], and the robo-advisor, a digital financial 'consultant' that uses mathematical algorithms to provide financial advice or manage investments with minimal human intervention [71,76,77]. Robo-advisors are used to enhance the customer experience for individuals who have little trading expertise and relatively small sums to invest [78].…”

Section: Customer Experience In Fintechmentioning

confidence: 99%

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

Mutambik

2023

Sustainability

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The concept of open banking has emerged only recently within the fintech sector, and it is rapidly becoming popular in many regions across the world. Currently, there are very few studies on the relationship between customer experience and intention to use fintech apps, none of which focus on open banking. This relationship is significant for a number of reasons, one of which is the emerging importance of the connection between fintech and an environmentally sustainable economy. This paper seeks to add to our understanding of the factors that shape the customer experience and that determine loyalty levels toward open banking brands and apps. We propose a model in which a number (six) of affective and cognitive factors influence customer experience, which ultimately determines loyalty intention. The model is tested using data collected via a quantitative (survey) methodology involving open banking users in Saudi Arabia. The results show that customer experience is affected by all of the proposed factors (ease of use, perceived value, quality of support, reliability, perceived risk and ability to innovate). These factors, in turn, actively influence the level of customer loyalty. The study contributes to the current literature by identifying the various cognitive and affective determinants of customer experience, which therefore influences loyalty intention in open banking, and provides valuable insights into how both new and established brands should integrate customer experience into promotional and development strategies.

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Section: Customer Experience In Fintechmentioning

confidence: 99%

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

Mutambik

2023

Sustainability

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“…Fintech companies are categorized into various classes: insurance, investment, management, trade services, governance technology, and incentive program. The global adoption rate of fintech has exceeded expectations in 2019 (EY, 2019;C. Li et al, 2023).…”

Section: Introductionmentioning

confidence: 99%

“…Moreover, several studies have been conducted to probe the determinants influencing virtual transactions. But there is no work on the restraints and risk determinants that frustrate users' aim to utilize fintech (C. Li et al, 2023;Y. H. Li & Huang, 2009).…”

Section: Introductionmentioning

confidence: 99%

Consumers’ Perception of Risk Facets Associated With Fintech Use: Evidence From Pakistan

Li,

Khaliq,

Chinove

et al. 2023

Sage Open

Self Cite

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Studies illustrate progress in financial technology in Pakistan; nevertheless, the uncertain obstacle that prevents clients from adopting financial technology remains unclear. The research on the perceived risk, particularly in using financial technology in Pakistan, is limited. Therefore, this research bridges this gap. Two hundred ten members partook in this exploration. We have used the structural equation modeling approach to probe the acquired information and hypothesis. Empirical results show that three of eight perceived risk factors: performance risk, financial risk, and overall risk, have a substantial adverse effect on the intention to utilize financial technology. The highest impact was performance risk, followed by financial risk and overall risk. Whereas the other five risks: social risk, time risk, security risk, legal risk, and psychological risk, statistically have no substantial adverse effect on intent to utilize financial technology. The outcomes help experts better conceptualize and diminish hazard boundaries in planning for the disturbance of financial technology (fintech). Experts are likewise encouraged to focus on fintech’s operational aptitudes and utilitarian framework execution in fintech administrations.

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“…Consumers in developing countries are now reaping the advantages of FinTech, which has enhanced nancial inclusion for various nancial services and products in these countries (Li et al 2023). For example, FinTech in certain African countries (speci cally: South Africa, Nigeria, Zimbabwe) enables banks to provide automobile and real estate loans without the need for physical bank branches.…”

Section: Introductionmentioning

confidence: 99%

Determinants of FinTech Service Utilization and Access Factors: Case of Palestine

Habash

2024

Preprint

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This study addresses the challenges of accessibility to financial technology (FinTech) services in emerging markets, focusing on Palestine. The purpose is to examine the determinants influencing access to and usage of FinTech services in this context, amidst the unprecedented disruptions faced by the conventional financial system due to decentralization and the removal of physical barriers in the dynamic landscape of FinTech. The study employs a robust multinomial Generalized Linear Model regression analysis. The analysis is based on a nationally representative secondary survey dataset on financial inclusion from the year 2022. Theory of Planned Behavior (TPB) is utilized to dissect the factors influencing FinTech usage, adding a distinctive layer to existing literature, particularly within the specific context of a developing country like Palestine. The study reveals significant insights into the challenges of financial inclusion in Palestine. Economic conditions and individual income levels emerge as formidable obstacles impacting both the accessibility and utilization of FinTech services. These factors intertwine with motivational and attitudinal behaviors among the surveyed population, that individual motivation plays a more potent role than attitude in steering the decision-making process surrounding FinTech adoption. This study introduces original contributions to the existing literature by applying TPB to dissect the determinants of FinTech usage within the specific context of a developing country, Palestine. The study explores the intricate interplay between economic conditions, individual income levels, motivational factors, and attitudinal behaviors in shaping FinTech access and usage.

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Perceived transaction cost and its antecedents associated with fintech users' intention: Evidence from Pakistan

Cited by 8 publications

References 34 publications

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

Consumers’ Perception of Risk Facets Associated With Fintech Use: Evidence From Pakistan

Determinants of FinTech Service Utilization and Access Factors: Case of Palestine

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