Tariq Manal, Maryam Sayeda Zeenat, Shaheen Wasim Abbas
Quaid-i-Azam School of Management Sciences, Quaid-i-Azam University, Islamabad, Pakistan.
Department of Accounting Finance and Commerce, Faculty of Management Sciences, International Islamic University, Islamabad, Pakistan.
Heliyon. 2024 Aug 2;10(15):e35582. doi: 10.1016/j.heliyon.2024.e35582. eCollection 2024 Aug 15.
Digital services and innovative solutions often emphasize providing an enhanced Fintech banking experience. This study identifies and examines the cognitive factors influencing the actual usage of Fintech-based digital banking among customers. The Unified Theory of Acceptance and Use of Technology (UTAUT) framework is applied taking behavioral intentions as the mediator of the study. By following purposive sampling, data was collected through a self-administrative survey and analysis made via Structural Equation Modeling (SEM). Findings demonstrate that performance expectancy, facilitating conditions, risk, and trust are significant predictors of digital banking usage. Furthermore, behavioral intentions fully mediate the relationship between these predictors and actual usage. This research holds several practical implications. The identified predictors, can enable providers to enhance their offerings and meet customer expectations, and recognition of behavioral intentions being a mediator highlights the importance of understanding customers' intentions and motivations to encourage favorable usage behavior; financial institutions can better promote the adoption and sustained usage of digital banking services. The originality of this research lies in examining the cognitive factors affecting the actual usage of fintech-based digital banking. This unique approach provides valuable insights into the underlying mechanisms driving customers' usage of digital banking services.
数字服务和创新解决方案通常强调提供增强型金融科技银行体验。本研究识别并考察了影响客户实际使用基于金融科技的数字银行的认知因素。本研究采用技术接受与使用统一理论（UTAUT）框架，将行为意图作为研究的中介变量。通过目的抽样，通过自填式调查问卷收集数据，并通过结构方程模型（SEM）进行分析。研究结果表明，绩效期望、便利条件、风险和信任是数字银行使用的重要预测因素。此外，行为意图在这些预测因素与实际使用之间的关系中起到完全中介作用。本研究具有若干实际意义。所识别出的预测因素能够使供应商改进其产品并满足客户期望，而认识到行为意图起到中介作用则凸显了理解客户意图和动机以鼓励良好使用行为的重要性；金融机构能够更好地促进数字银行服务的采用和持续使用。本研究的创新性在于考察了影响基于金融科技的数字银行实际使用的认知因素。这种独特的方法为推动客户使用数字银行服务的潜在机制提供了有价值的见解。
