experience of Fintech, customer satisfaction, loyalty and repurchase intention factors on the financial performance in the banking sector. Thus, the present research aims to fill this gap considering bank financial performance as the main outcome for this study.
switching intentions. According to the findings of their study, there is no doubt that customer satisfaction and service quality are distinct factors. The authors also confirmed that service quality is a predictor of customer satisfaction. As a result, the current study assesses repurchase intention and loyalty in order to better understand customer behavior when using Fintech. Furthermore, the study empirically investigates the impact of positive and negative factors on customer confirmation of expectations, which are thought to reflect overall customer evaluation of the service.
According to Sangwan et al. (2019), Fintech consumers and producers are the two worthy areas for further studies that can be identified. Firstly, this is to continue the measurement of consumer willingness to adopt Fintech in financial services with a prime focus on the younger generation.
Secondly, this is to measure the financial performance of the banking sector not gained enough attention in Fintech studies. Although the banking industry has undergone a massive transformation due to the disruptive technology of Fintech challenging the survival of traditional banking. Hence, it is worth examining the influence of customers’ perception of Fintech on financial performance in UAE banks.
Furthermore, Belanche, Casaló & Flavián (2019) concluded their study on consumer intention to adopt artificial intelligence in Fintech, proposing to study the actual customer usage of Fintech.
They proposed in the future to have other variables related to customers like customer experience or customer satisfaction as moderators and related to company like reputation or quality dimensions that may affect customer adoption process. Finally, they proposed that future studies may explore other cultures in adopting Fintech like Asians, Latin Americans, etc. Also, Ryu (2018) stated that for future research in Fintech, perceived benefits and risks need to be regularly analyzed because of the changes in customer perception. Also, it was highlighted that Fintech studies are
limited to general Fintech products whereas other products like internet insurance, personal financing, equity financing, retain investments and Bitcoin were not investigated. Moreover, Ryu (2018) added that there is little research in non-western continues in relation to Fintech consumer adoption to view the issue of Fintech usage among different nations.
Stewart and Jürjens (2018) confirmed that customer trust and system design are essential determinates of customer intention to adopt Fintech. They recommended looking for other customer-related variables to explore the relationship in detail for user demographic factors or regional factors as moderating factors to explore the relationship in detail. Also, they highlighted the need to study the association of Fintech with bank performance to allow for banks to achieve competitiveness and economics of scale.
Keisidou et al. (2013) stressed, “financial performance, is not commonly measured in literature”, and concluded that customer satisfaction and customer loyalty are positively related to the profitability of banks. The outcome of their study indicated both customer satisfaction and loyalty are distinct factors in the bank financial performance. They proposed that these three measures need to be tested in different economies (other than Greece) and countries within the banking sector. Liang, Wang and Farquhar (2009) stated that it is crucial to empirically assess the relationship between customer perception and financial performance. Moreover, they proposed that the direct and indirect relationships between variables must be explored.
Table 2.4 Summary of Research Gap
Source Research Gap
(Singh et. al 2019) According to Sing et al. (2019), Fintech consumers and producers are the two worthy areas for further studies that can be identified. The
outcome of the study is to continue measuring consumer willingness to adopt Fintech in financial services. Also, they mentioned that the banking sector has not gained enough attention in Fintech studies.
(Flavian et al. 2019) Belanche, Casaló & Flavián (2019) proposed to study the actual customer usage of Fintech rather than the intention to use perception.
They proposed in future to have other variables related to customers like customer experience or customer satisfaction as moderators and related to company like reputation or quality dimensions that may affect customer adoption process. Also, they proposed that future studies may explore other cultures in adopting Fintech like Asian, Latin American.. etc
(Ryu 2018) Ryu (2018) added that little research in non-western countries continues in relation to Fintech consumer adoption in order to view the issue of Fintech usage among different nations.
(Stewart & Jürjens 2018)
Stewart and Jürjens (2018) confirmed that customer trust, loyalty and system design are essential determinates of customer intention to adopt Fintech. They recommended looking for other customer-related variables like user demographic factors or regional factors as moderating factors to explore the relationship in detail. Also, they highlighted the need to study the association of Fintech and bank performance to enable banks to achieve competitiveness and economics of scale.
(Keisidou et al.
2013)
Keisidou et.al (2013) stressed that “financial performance, is not commonly measured in literature”, and concluded that customer satisfaction and customer loyalty are positively related to the profitability of banks. The outcome of their study indicated both customer satisfaction and loyalty are distinct factors in the bank's financial performance. They proposed that these three measures need to be tested in different economies (other than Greece) and countries within the banking sector.