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.