Title: Exploring trust and responsiveness as antecedents for intention to use FinTech services

Authors: Shubhangi Singh; Marshal M. Sahni; Raj K. Kovid

Addresses: Amity Business School, Noida, India – 201301, India ' Strategy and Marketing, Amity University, Noida – 201301, India ' School of Business Studies, Sharda University, Noida – 201310, India

Abstract: FinTech is an emerging paradigm in financial services industry which is becoming the additional source of revenue generation not only for banking companies but also for telecommunication and retail companies. Despite the numerous benefits of FinTech, its acceptance with users is not as per the industry expectations. This can be attributed to various factors such as lack of trust or responsiveness in available FinTech services. The objective of our research is to explore the antecedents of intention to use namely, perceived usefulness, perceived ease of use (PEU), perceived trust and responsiveness. These factors were empirically assessed by survey of 439 FinTech users. Exploratory factor analysis was done to extract relevant factors. Structural equation modelling was done to examine model fit and hypotheses testing. The analysis shows that usefulness and ease of use have direct effect on intention to use. Trust and responsiveness have indirect effect on intention to use and is mediated by usefulness and ease of use.

Keywords: perceived usefulness; perceived ease of use; FinTech; TAM; technology acceptance model; intention to use; trust; responsiveness.

DOI: 10.1504/IJEBR.2021.113152

International Journal of Economics and Business Research, 2021 Vol.21 No.2, pp.254 - 268

Received: 10 Dec 2019
Accepted: 01 Apr 2020

Published online: 22 Feb 2021 *

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