The Mediating Effect of Customer Satisfaction on Fintech Literacy and Sustainable Intention of Using Mobile Financial Services

Abstract

The present study empirically examines the impact of Fintech literacy on sustainable intention to use mobile financial services (MFS) with the intervening effect of customer satisfaction. The study used a purposive sampling technique in collecting data from 200 respondents by administering a wellstructured questionnaire. The partial least squares structural equation modelling (PLS-SEM) was applied to measure the reliability and validity of data and test the study's hypotheses by using SmartPLS4. The empirical result shows that Fintech literacy has a significant and positive influence on customer satisfaction, and sustainable intention to use MFS. Likewise, customer satisfaction significantly affects sustainable intention to use MFS. The study reveals that customer satisfaction has a partial mediating effect on Fintech literacy and sustainable intention to use MFS. This study theoretically contributes to the current body of knowledge on Fintech literacy and mobile financial services literature. The outcome of the study can also be helpful to the MFS providers for taking initiatives in improving the Fintech knowledge of customers, their satisfaction and the sustainable usage intention of MFS.

Sectoral Comparison of Sustainable Digital Financial Inclusion of Women Workforce with the Mediation of Digital Banking Adoption Intention: An Empirical Analysis

“…Research found that all four constructs have significant effect on SDFI for female professionals of both sectors, accepting H11a, H12a, H13a, H14a. We find its support from Pazarbasioglu et al (2020); Augustine (2023); Alkhazaleh and Haddad (2021); Uddin and Nasrin (2023). Also, the beta coefficients (β) of all four indicators of SDFI are higher in female bank employees (0.858; 0.855; 0.857; 0.865) as compared to IT employees (0.846; 0.843; 0.816; 0.761), accepting H11b, H12b, H13b, H14b.…”

“…According to Alkhazaleh and Haddad (2021), Customer Satisfaction (CS) has a direct and positive impact on customer commitment to FinTech usage. Furthermore, Uddin and Nasrin (2023) asserted that CS has a significant and positive influence on Continued Intention to Use Mobile Financial Services. They claimed that CS is more about technology performance than about expectations.…”