The Impact of Perceived Benefits and Cyber Risk of Fintech on Customer Satisfaction: The Moderating Role of Trust
Abstract/Description
Purpose: This research examines the effect of Perceived Benefit of using Fintech and the effect of Cyber Risk due to usage of Fintech on Customer Satisfaction and how the moderator Trust effect the relationship of Perceived Benefit and Cyber Risk with Customer Satisfaction. To achieve long-term development, an in-depth investigation of Fintech sustainability is required. Despite the fact that the Fintech industry is developing and has a significant client base, research on fintech with relation to the customer satisfaction is in at nascent phase.
Approach: Questionnaire survey is regulated to evaluate consumer satisfaction level and the data is gathered from the respondents at one specific moment. For the study, those peoples are chosen who use fintech for online transaction and payment are the target population of study.
Findings: The study results found that the impact of perceived benefit and cyber risk on customer satisfaction is a significant, and it has been partly moderated by trust. Fintech process begins with the end user transferring a payment to the Fintech provider, which is subsequently received by other consumer. Each stage in this process carried a certain amount of risk, which needed consumers to develop trust.
Value: Companies may attract and retain consumers by emphasizing the benefits of utilizing fintech, such as ease, accessibility, and time-saving features. Overall, the study emphasizes the significance of perceived advantages, cyber risks, and trust in determining customer satisfaction in fintech sector. Policymakers in Pakistan's fintech sector may use these data to improve their strategy and customer satisfaction.
Keywords
Fintech, Perceived Benefit, Cyber Risk, Customer Satisfaction, Trust
Track
Finance
Session Number/Theme
2A: Finance
Session Chair
Dr. Azima Khan ; Dr. Ameenullah Aman
Start Date/Time
30-5-2024 3:25 PM
End Date/Time
30-5-2024 4:55 PM
Location
MCS – 3 AMAN CED Building
Recommended Citation
Mushtaq, H. (2024). The Impact of Perceived Benefits and Cyber Risk of Fintech on Customer Satisfaction: The Moderating Role of Trust. 3rd IBA SBS International Conference 2024. Retrieved from https://ir.iba.edu.pk/sbsic/2024/program/16
COinS
The Impact of Perceived Benefits and Cyber Risk of Fintech on Customer Satisfaction: The Moderating Role of Trust
MCS – 3 AMAN CED Building
Purpose: This research examines the effect of Perceived Benefit of using Fintech and the effect of Cyber Risk due to usage of Fintech on Customer Satisfaction and how the moderator Trust effect the relationship of Perceived Benefit and Cyber Risk with Customer Satisfaction. To achieve long-term development, an in-depth investigation of Fintech sustainability is required. Despite the fact that the Fintech industry is developing and has a significant client base, research on fintech with relation to the customer satisfaction is in at nascent phase.
Approach: Questionnaire survey is regulated to evaluate consumer satisfaction level and the data is gathered from the respondents at one specific moment. For the study, those peoples are chosen who use fintech for online transaction and payment are the target population of study.
Findings: The study results found that the impact of perceived benefit and cyber risk on customer satisfaction is a significant, and it has been partly moderated by trust. Fintech process begins with the end user transferring a payment to the Fintech provider, which is subsequently received by other consumer. Each stage in this process carried a certain amount of risk, which needed consumers to develop trust.
Value: Companies may attract and retain consumers by emphasizing the benefits of utilizing fintech, such as ease, accessibility, and time-saving features. Overall, the study emphasizes the significance of perceived advantages, cyber risks, and trust in determining customer satisfaction in fintech sector. Policymakers in Pakistan's fintech sector may use these data to improve their strategy and customer satisfaction.
