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Bala, T., Jahan, I., Amin, M., Tanin, M., Islam, M., Rahman, M., & Khatun, T. (2021). Service Quality and Customer Satisfaction of Mobile Banking during COVID-19 Lockdown; Evidence from Rural Area of Bangladesh. Open Journal of Business and Management, 9, 2329-2357. https://doi.org/10.4236/ojbm.2021.95126

has been cited by the following article:

• TITLE: The Mediating Effect of Customer Satisfaction on Fintech Literacy and Sustainable Intention of Using Mobile Financial Services

  AUTHORS: Md. Kamal Uddin, Shelina Nasrin

  KEYWORDS: Customer Satisfaction, Fintech Literacy, Sustainable Intention, Mobile Financial Services, Bangladesh

  JOURNAL NAME: Open Journal of Business and Management, Vol.11 No.5, September 27, 2023

  ABSTRACT: The present study empirically examines the impact of Fintech literacy on sustainable intention to use mobile financial services (MFS) with the intervening effect of customer satisfaction. The study used a purposive sampling technique in collecting data from 200 respondents by administering a well- structured questionnaire. The partial least squares structural equation modelling (PLS-SEM) was applied to measure the reliability and validity of data and test the study’s hypotheses by using SmartPLS4. The empirical result shows that Fintech literacy has a significant and positive influence on customer satisfaction, and sustainable intention to use MFS. Likewise, customer satisfaction significantly affects sustainable intention to use MFS. The study reveals that customer satisfaction has a partial mediating effect on Fintech literacy and sustainable intention to use MFS. This study theoretically contributes to the current body of knowledge on Fintech literacy and mobile financial services literature. The outcome of the study can also be helpful to the MFS providers for taking initiatives in improving the Fintech knowledge of customers, their satisfaction and the sustainable usage intention of MFS.