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Customers’ satisfaction with fintech services: evidence from Brazil

Author

Listed:
  • Emerson Wagner Mainardes

    (FUCAPE Business School)

  • Priscilla Maria Ferreira Costa

    (FUCAPE Business School
    Ciência e Tecnologia do Maranhão, Reitoria)

  • Silvania Neris Nossa

    (FUCAPE Business School)

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.

Suggested Citation

  • Emerson Wagner Mainardes & Priscilla Maria Ferreira Costa & Silvania Neris Nossa, 2023. "Customers’ satisfaction with fintech services: evidence from Brazil," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 378-395, June.
    • Handle: RePEc:pal:jofsma:v:28:y:2023:i:2:d:10.1057_s41264-022-00156-x
    DOI: 10.1057/s41264-022-00156-x
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    Cited by:

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    2. Ibrahim Mutambik, 2023. "Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia," Sustainability, MDPI, vol. 15(14), pages 1-20, July.
    3. Swaraj S. Bharti & Kanika Prasad & Shwati Sudha & Vineeta Kumari, 2023. "Customer acceptability towards AI-enabled digital banking: a PLS-SEM approach," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 779-793, December.

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