Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach
As the number of FinTech start-ups continues to rise globally, the utilization of these services by users becomes increasingly crucial, especially considering potential risks. Various factors affect users' utilization of financial technology, with the quality of services offered by FinTech prov...
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| Format: | Article |
| Language: | English |
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Elsevier
2024-11-01
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| Series: | International Journal of Information Management Data Insights |
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| Online Access: | http://www.sciencedirect.com/science/article/pii/S2667096824000417 |
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| author | Vikas Sharma Kshitiz Jangir Munish Gupta Ramona Rupeika-Apoga |
| author_facet | Vikas Sharma Kshitiz Jangir Munish Gupta Ramona Rupeika-Apoga |
| author_sort | Vikas Sharma |
| collection | DOAJ |
| description | As the number of FinTech start-ups continues to rise globally, the utilization of these services by users becomes increasingly crucial, especially considering potential risks. Various factors affect users' utilization of financial technology, with the quality of services offered by FinTech providers standing out as a significant consideration. The aim of this study is to investigate the relationship between the quality of services offered by FinTech payment platforms and the utilization of FinTech services. We develop a novel conceptual model integrating elements from SERVQUAL and TAM (the Technology Acceptance Model) to investigate these dynamics. To gain a comprehensive understanding, we employed a mixed methods research approach. This approach included a quantitative survey analyzed using a partial least squares structural equation model (PLS-SEM) to examine the proposed framework and the relationships between its constructs. Following the survey, a follow-up focus group discussion with industry experts and academics was conducted to delve deeper into the findings and explore the ''why'' behind the statistical relationships. The findings reveal a significant impact of the quality of services offered by FinTech payment service providers on the utilization of such services. It demonstrates that in the FinTech sector, perceived usefulness does not always dominate perceived ease of use. Moreover, it confirms the profound influence of perceived usefulness in shaping attitudes and subsequent behaviour related to technology use. These insights contribute to an enhanced understanding of the factors driving the utilization of FinTech services. |
| format | Article |
| id | doaj-art-aadecdc68ef641dfaed1b7dab161a352 |
| institution | Kabale University |
| issn | 2667-0968 |
| language | English |
| publishDate | 2024-11-01 |
| publisher | Elsevier |
| record_format | Article |
| series | International Journal of Information Management Data Insights |
| spelling | doaj-art-aadecdc68ef641dfaed1b7dab161a3522024-12-13T11:06:57ZengElsevierInternational Journal of Information Management Data Insights2667-09682024-11-0142100252Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approachVikas Sharma0Kshitiz Jangir1Munish Gupta2Ramona Rupeika-Apoga3University School of Business, Chandigarh University, Mohali 140413, IndiaFaculty of Management and Commerce, Manipal University Jaipur, Jaipur 303007, IndiaUniversity School of Business, Chandigarh University, Mohali 140413, IndiaFaculty of Business, Management and Economics, University of Latvia, LV-1586 Riga, Latvia; Women Researchers Council (WRC), Azerbaijan State University of Economics (UNEC), AZ 1001, Baku, Azerbaijan; Corresponding author.As the number of FinTech start-ups continues to rise globally, the utilization of these services by users becomes increasingly crucial, especially considering potential risks. Various factors affect users' utilization of financial technology, with the quality of services offered by FinTech providers standing out as a significant consideration. The aim of this study is to investigate the relationship between the quality of services offered by FinTech payment platforms and the utilization of FinTech services. We develop a novel conceptual model integrating elements from SERVQUAL and TAM (the Technology Acceptance Model) to investigate these dynamics. To gain a comprehensive understanding, we employed a mixed methods research approach. This approach included a quantitative survey analyzed using a partial least squares structural equation model (PLS-SEM) to examine the proposed framework and the relationships between its constructs. Following the survey, a follow-up focus group discussion with industry experts and academics was conducted to delve deeper into the findings and explore the ''why'' behind the statistical relationships. The findings reveal a significant impact of the quality of services offered by FinTech payment service providers on the utilization of such services. It demonstrates that in the FinTech sector, perceived usefulness does not always dominate perceived ease of use. Moreover, it confirms the profound influence of perceived usefulness in shaping attitudes and subsequent behaviour related to technology use. These insights contribute to an enhanced understanding of the factors driving the utilization of FinTech services.http://www.sciencedirect.com/science/article/pii/S2667096824000417FinTechSERVQUALTAMService qualityPayment servicesFinancial technology |
| spellingShingle | Vikas Sharma Kshitiz Jangir Munish Gupta Ramona Rupeika-Apoga Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach International Journal of Information Management Data Insights FinTech SERVQUAL TAM Service quality Payment services Financial technology |
| title | Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach |
| title_full | Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach |
| title_fullStr | Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach |
| title_full_unstemmed | Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach |
| title_short | Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach |
| title_sort | does service quality matter in fintech payment services an integrated servqual and tam approach |
| topic | FinTech SERVQUAL TAM Service quality Payment services Financial technology |
| url | http://www.sciencedirect.com/science/article/pii/S2667096824000417 |
| work_keys_str_mv | AT vikassharma doesservicequalitymatterinfintechpaymentservicesanintegratedservqualandtamapproach AT kshitizjangir doesservicequalitymatterinfintechpaymentservicesanintegratedservqualandtamapproach AT munishgupta doesservicequalitymatterinfintechpaymentservicesanintegratedservqualandtamapproach AT ramonarupeikaapoga doesservicequalitymatterinfintechpaymentservicesanintegratedservqualandtamapproach |