Linking Fintech Payment Services and Customer Loyalty Intention in the Hospitality Industry: The Mediating Role of Customer Experience and Attitude

Rashed Al Karim (), Farid Ahammad Sobhani, Md Karim Rabiul, Nusrat Jahan Lepee, Mohammad Rokibul Kabir and Mohammad Abdul Matin Chowdhury
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Rashed Al Karim: School of Business Administration, East Delta University, Chattogram 4209, Bangladesh
Farid Ahammad Sobhani: School of Business & Economics, United International University, Dhaka 1212, Bangladesh
Md Karim Rabiul: Faculty of Hospitality and Tourism, Prince of Songkla University, Phuket 83120, Thailand
Nusrat Jahan Lepee: School of Business Administration, East Delta University, Chattogram 4209, Bangladesh
Mohammad Rokibul Kabir: School of Business Administration, East Delta University, Chattogram 4209, Bangladesh
Mohammad Abdul Matin Chowdhury: School of Business Administration, East Delta University, Chattogram 4209, Bangladesh

Sustainability, 2022, vol. 14, issue 24, 1-16

Abstract: Although Fintech services benefit the hospitality industry significantly, studies conducted in Bangladesh are limited. Investigations on the mediating role of customer experience and attitude in the relationship between Fintech services and customer-loyalty intention are also scarce. Therefore, this study explores the association between Fintech services and customer-loyalty intention in the hospitality sector in Bangladesh. Additionally, it looks into how customer attitude and experience mediate the link between Fintech services and customer-loyalty intention. Data were collected from 365 respondents (customers) selected conveniently from 15 hotels (3-, 4-, and 5-star) in the two most renowned cities in Bangladesh, i.e., Chattogram and Cox’s Bazar. Smart-PLS was used to test the proposed model. The results of the study revealed that Fintech services, customer experience, and customer attitude significantly impacted customer-loyalty intention. Moreover, customer experience and customer attitude mediated the relationship between Fintech services and customer loyalty intention. The distinctive contribution of this investigation is the mediation of customer experience and customer attitude in the Fintech services and customer-loyalty intention relationship, as well as adding value to the existing Fintech literature. The study’s findings will help the hospitality sector in Bangladesh become more competitive and improve the quality of its services. Fintech companies and hospitality organizations must make careful plans to encourage the widespread implementation of Fintech.

Keywords: fintech services; customer experience; customer attitude; customer-loyalty intention; hospitality industry (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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