The Determinants of Customer Intentions to Use Fintech Services in a Commercial Chinese Bank

IF 2 4区管理学 Q3 BUSINESS

Journal of Business-To-Business Marketing Pub Date : 2023-07-03 DOI:10.1080/1051712X.2023.2248970

Xiaoxiao Liu, K. Chau, Xiaoyun Liu, Fei Huang

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引用次数: 0

Abstract

ABSTRACT The development of information technology has revolutionized the financial services offered by commercial banks. A growing number of banks have adopted Fintech services in the financial business to compete with other financial institutions and acquire a larger market share. However, whether customers will accept the new technological products remains subject to debate. This study aimed to analyze the impact mechanism of the intention to use Fintech-based mobile banking. Data were collected from 481 respondents across different regions in China, and structural equation modeling was used to verify the collected sample data. The results showed that system quality, service quality, and information quality of Fintech-based mobile banking positively affected user satisfaction. User satisfaction and bank image had a positive impact on the intention to use Fintech-based mobile banking. In addition, users’ perceived risks associated with the platform had a negative impact on user satisfaction and intention to use. Therefore, commercial banks in China should strengthen publicity, constantly update the effective system, provide stress-free personalized service quality, and pay attention to corporate brand image.

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中国商业银行客户使用金融科技服务意愿的决定因素

摘要信息技术的发展使商业银行提供的金融服务发生了革命性的变化。越来越多的银行在金融业务中采用金融科技服务，以与其他金融机构竞争并获得更大的市场份额。然而，客户是否会接受新技术产品仍有待商榷。本研究旨在分析基于金融科技的手机银行使用意向的影响机制。数据收集自中国不同地区的481名受访者，并使用结构方程建模来验证收集的样本数据。结果表明，基于金融科技的手机银行的系统质量、服务质量和信息质量对用户满意度有正向影响。用户满意度和银行形象对使用基于金融科技的手机银行的意愿产生了积极影响。此外，用户感知到的与平台相关的风险对用户满意度和使用意愿产生了负面影响。因此，我国商业银行应加强宣传，不断更新有效的制度，提供无压力的个性化服务质量，注重企业品牌形象。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Business-To-Business Marketing BUSINESS-

CiteScore

2.20

自引率

35.70%

发文量

期刊介绍： The Journal of Business-to-Business Marketing® encourages diversity in approaches to business marketing theory development, research methods, and managerial problem solving. An editorial board comprised of outstanding, internationally recognized scholars and practitioners ensures that the journal maintains impeccable standards of relevance and rigorous scholarship. The Journal of Business-to-Business Marketing features: •basic and applied research that reflects current business marketing theory, methodology, and practice •articles from leading researchers covering topics of mutual interest for the business and academic communities