Millennial Customer Engagement with Fintech Services: The Mediating Role of Trust

Q2 Business, Management and Accounting

Business Perspectives and Research Pub Date : 2023-07-30 DOI:10.1177/22785337231183275

Rashed Al Karim, Md Karim Rabiul, Ayesha Taskia, T. Jarumaneerat

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引用次数: 1

Abstract

The study investigates the impacts of Fintech services (such as e-payment service (EPS), Robo-advisory, Regtech service (RTS), and financing service (FS)) on millennial customer engagement (CE) in the context of the private banking sector of Bangladesh. It also examines the mediating role of trust between Fintech services and CE relationships. Data for this study were collected through a structured survey questionnaire from 294 customers (only Fintech users) of different private banks in Bangladesh. The convenience sampling technique was used to select millennial customers. SPSS and SmartPLS software were used for data analysis. The results exhibited that EPS, Robo-advisory, and FS positively impact CE, while RTS was found insignificant with CE. Besides, customer trust (CT) mediates the relationships among EPSs, Robo-advisory, and FSs with CE. Conversely, CT does not mediate the RTS and CE relationship. The study findings contribute to the substantial pool of knowledge in Fintech services, CE, and consumer trust. Remarkably, the mediating role of CT between the Fintech services and CE relationship is the unique novelty of this study and will enrich the existing Fintech literature from Bangladesh’s perspective.

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千禧一代客户参与金融科技服务：信任的中介作用

该研究调查了金融科技服务（如电子支付服务（EPS）、Robo咨询、Regtech服务（RTS）和融资服务（FS））对孟加拉国私人银行部门千禧一代客户参与度（CE）的影响。它还考察了信任在金融科技服务和CE关系之间的中介作用。本研究的数据是通过结构化调查问卷从孟加拉国不同私人银行的294名客户（仅限金融科技用户）中收集的。使用方便抽样技术来选择千禧一代客户。数据分析采用SPSS和SmartPLS软件。结果表明，EPS、Robo advisory和FS对CE有积极影响，而RTS对CE的影响不显著。此外，客户信任（CT）中介了EPSs、Robo advisory和FS与CE之间的关系。相反，CT并不调解RTS和CE的关系。研究结果为金融科技服务、CE和消费者信任领域的大量知识库做出了贡献。值得注意的是，CT在金融科技服务和CE关系之间的中介作用是本研究的独特之处，并将从孟加拉国的角度丰富现有的金融科技文献。

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

Business Perspectives and Research Business, Management and Accounting-Business and International Management

CiteScore

5.00

自引率

0.00%

发文量

期刊介绍： Business Perspectives and Research (BPR) aims to publish conceptual, empirical and applied research. The empirical research published in BPR focuses on testing, extending and building management theory. The goal is to expand and enhance the understanding of business and management through empirical investigation and theoretical analysis. BPR is also a platform for insightful and theoretically strong conceptual and review papers which would contribute to the body of knowledge. BPR seeks to advance the understanding of for-profit and not-for-profit organizations through empirical and conceptual work. It also publishes critical review of newly released books under Book Review section. The aim is to popularize and encourage discussion on ideas expressed in newly released books connected to management and allied disciplines. BPR also periodically publishes management cases grounded in theory, and communications in the form of research notes or comments from researchers and practitioners on published papers for critiquing and/or extending thinking on the area under consideration. The overarching aim of Business Perspectives and Research is to encourage original/innovative thinking through a scientific approach.