Customers’ satisfaction with fintech services: evidence from Brazil

Emerson Wagner Mainardes (), Priscilla Maria Ferreira Costa () and Silvania Neris Nossa ()
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Emerson Wagner Mainardes: FUCAPE Business School
Priscilla Maria Ferreira Costa: FUCAPE Business School
Silvania Neris Nossa: FUCAPE Business School

Journal of Financial Services Marketing, 2023, vol. 28, issue 2, No 11, 378-395

Abstract: Abstract The financial sector is among those most affected by technological advances in information and communications. The existing literature on fintechs has mainly studied the intention to use their services. However, fintechs already have sufficient customers to justify investigations aimed at observing user satisfaction, so this study sought to identify the factors that influence customers’ satisfaction with fintech services. After developing a structural model, quantitative and descriptive research was conducted. Data were collected from 294 fintech customers through an online questionnaire, and data analysis was performed through structural equation modeling using the partial least squares method. The results showed that fintechs’ customer satisfaction tends to be influenced by the perceived usefulness of the services, trust in fintech services and consumer innovativeness. Furthermore, fintechs’ customer satisfaction tends to be influenced by perceived ease of use through perceived usefulness and by perceived risk through trust. We concluded that if fintechs’ services are useful, reliable and consumed by customers who are open to innovation, there will be a greater tendency to achieve customer satisfaction. This study adds knowledge to the existing literature by relating the satisfaction of fintech users to constructs that have previously been studied in other technological environments.

Keywords: Fintech’s customer satisfaction; Fintech services; Perceived risk; Trust; Perceived usefulness; Perceived ease of use; Consumer innovativeness (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (3)

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DOI: 10.1057/s41264-022-00156-x

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