Customer Experience in Fintech

Barbu, Cătălin Mihail; Florea, Dorian Laurenţiu; Dabija, Dan-Cristian; Barbu, Mihai Constantin Răzvan

doi:10.3390/jtaer16050080

Cited by 136 publications

(108 citation statements)

References 120 publications

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“…Factors that drive online consumer behavior during the COVID-19 pandemic include strong and sustained growth in the number of Internet users and increased awareness of online shopping, increasingly active online product releases, low prices due to bulk purchases, etc. [32]. The COVID-19 pandemic, social distancing, and staying at home are expected to push consumers to shop online.…”

Section: Literature Reviewmentioning

confidence: 99%

Impact of the COVID-19 Pandemic on Online Consumer Purchasing Behavior

Ślusarczyk

Hajizada

et al. 2021

JTAER

200

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With the spread of the COVID-19 pandemic and the increasing importance of e-commerce, the study of online consumer behavior is of particular relevance. The purpose of this study was to form a methodological approach to assess the relationships and the level of influence of the factors activating the purchasing behavior of online consumers against the background of the COVID-19 pandemic. The research methodology was based on the transformation of Cattell’s questionnaire and the implementation of correlation analysis. To determine the predisposition of online consumer behavior at the time of making a purchase decision, this study used the questionnaire method. The survey was conducted among online shoppers in the top 10 countries in terms of e-commerce market growth. The scientific contribution is the proposed methodological toolkit to assess the purchasing behavior of online consumers, which identifies the most influential factors in their purchasing behavior and provides an opportunity to assess the dynamics of their activity during the study period, to identify key trends and determine changes in their behavior. The research revealed what changes in online consumer buying behavior are typical in the COVID-19 pandemic. The impact of consumer awareness and experience has increased. Online consumers have become more experienced, which has influenced the activity of their buying behavior. This study proved the shifting influence of online consumer purchasing behavior factors during the pandemic. The increasing importance of the speed of decision making by consumers when purchasing goods and services online was determined.

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Section: Literature Reviewmentioning

confidence: 99%

Impact of the COVID-19 Pandemic on Online Consumer Purchasing Behavior

Ślusarczyk

Hajizada

et al. 2021

JTAER

200

View full text Add to dashboard Cite

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“…Technological-based consumer adoption of mobile shopping throughout social commerce (Chen, 2018;Dhiman et al, 2020;Kang & Namkung, 2019;Phong et al, 2018;Sohn & Groß, 2020) harnesses social networking capabilities. Cutting-edge technological developments associated with customer behavior in relation to mobile commerce apps (Barbu et al, 2021) have resulted in the rise of data-driven systems. The dissemination of digital technologies associated with customers' intentions to adopt smart retail technology is furthered by the cutting-edge developments (Valaskova et al, 2021b) and mobile shopping apps users' expectations of groundbreaking devices (Research Question 2).…”

Section: Discussionmentioning

confidence: 99%

Neuromanagement decision-making and cognitive algorithmic processes in the technological adoption of mobile commerce apps

Andronie

Lăzăroiu

Ștefănescu

et al. 2021

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Research background: With growing evidence of consumer adoption of mobile shopping apps, there is a pivotal need for comprehending Internet-enabled consumer devices in mobile shopping behavior. Mobile shopping platform features and user technological readiness configure consumers? expectations and demands as regards mobile retailing adoption, leading to acceptance of mobile shopping apps and payment services. Purpose of the article: In this research, prior findings have been cumulated indicating that mobile social apps extend throughout consumer attitudes and behaviors by the widespread adoption of smartphones. We contribute to the literature by showing that cutting-edge technological developments associated with customer behavior in relation to mobile commerce apps have resulted in the rise of data-driven systems. Consumer behavioral intention and adoption intention in relation to mobile shopping apps/websites are developed on perceived risk and trust consequences. Methods: Throughout February and March 2021, a quantitative literature review of the Web of Science, Scopus, and ProQuest databases was carried out, with search terms comprising ?mobile shopping app?, ?mobile commerce platform?, ?mobile payment service?, ?Internet-enabled consumer device?, ?consumer technological adoption?, and ?mobile shopping behavior?. As research published between 2018 and 2021 was analyzed, only 330 sources met the suitability criteria. By removing questionable or indeterminate findings (insubstantial/inconsequent data), results unconfirmed by replication, too imprecise content, or having quite similar titles, 66, chiefly empirical, sources were selected. A systematic review of recently published literature was carried out on technological adoption of mobile commerce apps by employing Preferred Reporting Items for Systematic Reviews and Meta-analysis (PRISMA) guidelines. The Systematic Review Data Repository was used, a software program for the gathering, handling, and analysis of data for the systematic review. The quality of the academic articles was determined by harnessing the Mixed Method Appraisal Tool. Findings & value added: The consumer purchase decision?making process in mobile app-based marketing involves consumer engagement and willingness to adopt mobile commerce apps. Further advancements should clarify how technological-based consumer adoption of mobile shopping throughout social commerce can improve the payment for products and services.

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“…The lack of penetration of innovative digital channels like mobile banking may be due the perceived low quality of internet connectivity and high costs, which have been highlighted by previous studies such as Veijalainen et al (2006) and William (2016). As noted by Barbu, Florea, Dabija, and Barbu (2021), customer experience positively influences Fintech adoption. This suggests that Fintech providers should come up with incentives that boost customers' experience to encourage the adoption of Fintech services.…”

Section: Fintech Usagementioning

confidence: 97%