Towards an Understanding of FinTech Users’ Adoption: Intention and e-Loyalty Post-COVID-19 from a Developing Country Perspective

Abstract

Earlier literature has shown that the implementation of FinTech innovations is not only determined by banks, financial institutions, or government support, but also by the perception and experiences of FinTech users. FinTech research has shown encouraging findings from scholars in developed countries. However, little is known about the users’ acceptance and use of FinTech in Jordan. The aim of this study is to investigate the determinants of users’ intentions and e-Loyalty toward FinTech adoption in Jordan post the COVID-19 era. A conceptual framework was developed by integrating the four original constructs of the unified theory of acceptance and use of technology (UTAUT), namely performance expectancy (PE), effort expectancy (EE), social influence (SI), and facilitating conditions (FC), with three additional factors: personal innovativeness (PI), financial literacy (FL), and uncertainty avoidance (UA). In addition, the proposed model considered the e-Loyalty of FinTech users as a consequence of having a good FinTech experience. A quantitative approach using a cross-sectional online questionnaire was applied to collect data from 423 FinTech users. Data were analyzed utilizing structural equation modeling (SEM) based on AMOS 26.0 software package. The findings revealed that UA has a moderating effect on the relationship between FC and users’ intentions. Also, PI has a significant impact on PE and EE. While PE, SI, and FC are factors that enhance behavioral intentions. In return, it builds users’ e-Loyalty toward FinTech services and is deemed a new normal behavior. This study may help FinTech service providers and policymakers better understand the, currently relatively low, usage rate of FinTech, and how it contributes to the development of strategies that boost the acceptance and e-Loyalty of FinTech by Jordanian users after the COVID-19 era, where FinTech is still considered an innovation.

The role of IT mindfulness in digital technostress and intention to use fintech in Indonesia

“…The findings of this study do not align with other research suggesting that technostress could lower customers' intentions to use Fintech, or, in other words, can prevent consumers from continuing to use Fintech (Lee, 2021;Liébana-Cabanillas et al, 2020;. It happens because the research respondents in this study were only 309, not as many as in earlier studies (Alkhwaldi et al, 2022;Daragmeh et al, 2021), so the research results might be influenced by the number of respondents resulting in different results. Furthermore, the findings of this research suggested that IT mindfulness could increase the intention to use Fintech among consumers of generation Y and Z in Indonesia.…”

Adoption of digital payment FinTech service by Gen Y and Gen Z users: evidence from India

“…In addition, performance expectancy has a significant impact on users' behavioral intention and this result is validated by prior research findings (Rabaa'i, 2021;Alkhwaldi et al, 2022;Kurniasari et al, 2023), but contradictory results have also been reported (Hassan et al, 2023;Ramprakash et al, 2023). Furthermore, it was found that performance expectancy significantly influences customer satisfaction, and our finding is supported by Chao (2019) and contradicted by Esawe (2022).…”

“…Financial literacy is also used as a moderator between the relationship of effort expectancy, performance expectancy and facilitating condition with behavioral intention. It was found that financial literacy does not moderate the relationship between effort expectancy and behavioral intention and prior study results support our findings (Alkhwaldi et al , 2022; Chan et al , 2022; Alomari and Abdullah, 2023). In addition, the association between performance expectancy and behavioral intention is not moderated by financial literacy and prior studies support our findings (Alkhwaldi et al , 2022; Chan et al , 2022).…”

“…The results of this study unveiled that facilitating condition does not influence users’ behavioral intention and our results are supported by those of Xie et al (2021) and Ramprakash et al (2023), but in contrast to the findings of Khatun and Tamanna (2020) and Alkhwaldi et al (2022). This contradiction arises from the fact that India is on the verge of becoming a digitally enriched country and, thus, most of its citizens, urban or rural, have access to smartphones with internet connectivity which is essential for using fintech services.…”

Factors Influencing Use of Fitness Apps by Adults under Influence of COVID-19

“…We analyzed and inductively screened 11 evaluation indicators from H1 to H11 according to the detailed division of the elements used for evaluating the first-level indicators ( Table 1 ). To measure indicator B1 (PU), we used the scale developed by Yang et al to set three measurement indicators: content adaptability (H1), content relevance (H2), and content quality (H3) [ 41 ]. To measure indicator B2 (PEOU), we used the scale developed by Gong et al: the technology level (H4), interaction effectiveness (H5), and system compatibility (H6) [ 42 , 43 , 44 , 45 ].…”