Impact of Fintech Services on Adoption Intention with Mediating Role of Customer Experience: Evidence from Egyptian Banking Sector
Abstract
The purpose of this research is to empirically investigate the relation between financial technology(fintech) services and adoption intention with mediating role of customer experience in the Egyptian banking sector. The objectives of This research are: to examine the relation between fintech services and adoption intention, to test the relation between fintech services and customer experience, to investigate the relation between customer experience and adoption intention, to examine the mediation role of customer experience between fintech services and adoption intention and to develop a theoretical framework illustrates the relation amongst selected variables using structural equation modelling. The methodology is based on quantitative approach using a questionnaire tool to gather required data and structural equation modelling analyses is used. The main conclusions drawn from this study are: the direct effect between fintech services and adoption intention is statistically significant, the direct effect between fintech services and customer experience is statistically significant, the direct effect between customer experience and adoption intention is statistically significant. Finally, the study found that the customer experience partially mediates the relation between fintech services and adoption intention.
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References
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