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Journal of Information and Optimization Sciences cover
Open Access ·Peer-reviewed·ISSN (Online): 2169-0103·ISSN (Print): 0252-2667
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The Journal of Information and Optimization Sciences (JIOS) is a world leading journal publishing high quality, rigorously peer-reviewed original research in all mathematically-oriented theoretical and applied topics in information sciences, optimization sciences and related areas since 1980. Subjects include but are not limited to: • Information Sciences • Optimization Sciences • Control Theory • Operational Research • Decision Sciences • Information Theory • Information Technology • Computer Networks and Communications • Mathematical Programming • Modelling and Simulation • Database Management • Applications to Engineering Sciences • Applications to Technology

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Open Access Research Article

Determinants of the customer participation in financial services delivery through technology

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pp. 1471–1485Vol. 44Issue 8November 2023DOI: 10.47974/JIOS-1473XML
Published Online:
08 Nov 2023
Article type:
Research Article
Language:
EN
Article no.:
JIOS-1473
Pages:
1471–1485

Abstract

In the post-pandemic era, client preparedness, motivation for technological adoption, and appreciation for technology-enabled financial services all need substantial study and analysis. The study investigates the factors that impact customer participation in financial institutions’ fin-tech offerings. To investigate the factors that influence customers’ engagement in fin-tech services, a well-structured questionnaire was sent to 423 respondents through a suitable sample approach. SPSS-25 and SEM analysis were used to determine the determinants and important variables. The factor analysis found that six variables accounted for 72.04% of the variation. Following SEM regression analysis, it was shown that Trust (β =0.44, P =0.000), User Experience (β =0.31, P =0.000), and the regulatory framework (β =0.29, P =0.000) all had a substantial influence on customer engagement. The findings of the study will aid all strategic planners in developing strategies and policies to increase consumer engagement in the provision of financial services.

Keywords

Subject Classifications

11H71

References

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