Title: Will I use it again? Impact of customer behavioural intentions on FinTech continuance under expectation confirmation theory

Authors: Hafsa Hamid; Kanwal Iqbal Khan; Syed Khurram Abbas Sherazia

Addresses: Institute of Business and Management, University of Engineering and Technology Lahore, Lahore, Punjab 39161, Pakistan ' Institute of Business and Management, University of Engineering and Technology Lahore, Lahore, Punjab 39161, Pakistan ' Institute of Business and Management, University of Engineering and Technology Lahore, Lahore, Punjab 39161, Pakistan

Abstract: Financial technology (FinTech) services are becoming more prevalent during the COVID-19 pandemic, leading individuals to adopt digital methods for financial transactions worldwide. However, its future implications are still doubtful. The current study analyses the relationship between the customers' behavioural intentions and continuance of FinTech services with the mediating role of confirmation and satisfaction during their perceptions in the post-usage phase. Data were collected through questionnaires survey from the targeted respondents after pre-screening questions about the FinTech services. The findings revealed that perceived usefulness, security, risk, and knowledge significantly affect FinTech continuance through confirmation and satisfaction. The data were further divided according to user types of technology adopters. The results revealed that late adopters require more knowledge about FinTech services for continuing their usage. These findings will be helpful for FinTech companies to develop customer retention strategies that will drive customers towards its continuous usage and help companies yield high returns.

Keywords: behavioural customer intention; financial technology; expectancy confirmation model; continuance intention; digital methods; financial transactions; perceived risk.

DOI: 10.1504/IJBIS.2025.148499

International Journal of Business Information Systems, 2025 Vol.50 No.1, pp.22 - 47

Received: 26 Jul 2021
Accepted: 20 Nov 2021
Published online: 09 Sep 2025 *

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