Consumer perceptions and attitudes towards e-payment services offered by fintech companies: Evidence from India

Aanchal Nigam, Farhina Sardar Khan, Syed Shahid Mazhar, Niyati Chaudhary, Ehsanul Haque, Maroof Ahmad Mir, Mohd Salahuddin Ansari

Article ID: 7522
Vol 8, Issue 11, 2024

VIEWS - 11 (Abstract) 7 (PDF)

Abstract


The rapid advancement of financial technology (Fintech) has revolutionized the way financial transactions are conducted, with E-payment services becoming increasingly integral to daily commerce. This paper examines consumer perceptions and attitudes towards E-payment services offered by Fintech companies, identifying key factors that influence their acceptance and usage. Employing a quantitative approach, the research integrates quantitative data from surveys and applied SEM (Structural Equation Modelling) through AMOS. Out of 450, 420 respondents have given their views on perceptual preferences and attitudes with the help of SPSS. KMO and Bartlett’s Test are executed to understand and to check the factors for implementing factor analysis further through extractions. Anticipated findings are expected to reveal a spectrum of consumer attitudes shaped by factors such as trust, security, convenience, and technological familiarity. It contributes to the existing literature by providing updated insights into consumer behaviour in the Fintech sector and suggesting actionable strategies for service providers to enhance user engagement and satisfaction. It holds the potential to inform both theoretical frameworks in technology acceptance and practical marketing strategies for Fintech companies aiming to optimize E-payment services for diverse consumer bases.


Keywords


consumer attitude; consumer perceptions; digital payments; fintech; financial technology; e-payment services

Full Text:

PDF


References


Aboalsamh, H. M., Khrais, L. T., Albahussain, S. A. (2023). Pioneering Perception of Green Fintech in Promoting Sustainable Digital Services Application within Smart Cities. Sustainability, 15(14), 11440. https://doi.org/10.3390/su151411440

Abu Orabi, M. M. (2024). Role of Financial Literacy in Increasing Fin-Tech Adoption: A Study on Millennial Consumer Behavior in Jordan. Journal of System and Management Sciences. https://doi.org/10.33168/jsms.2024.0810

Anagnostopoulos, I. (2018). Fintech and regtech: Impact on regulators and banks. Journal of Economics and Business, 100, 7–25. https://doi.org/10.1016/j.jeconbus.2018.07.003

Arner, D. W., Buckley, R. P., Zetzsche, D. A., et al. (2020). Sustainability, FinTech and Financial Inclusion. European Business Organization Law Review, 21(1), 7–35. https://doi.org/10.1007/s40804-020-00183-y

Bahadur, A., Swami, S., Agarwal, P. (2022). Emerging Research on Consumer Readlines for Digital Payment: Learning from Literature Review Narratives. International Journal of Research in Business Studies.

Bajpai, S., Mazhar, S. S. (2022). Innovative Trends in Business, Trade and Commerce Challenges and Opportunities. Innovative Trends in Business Trends & Commerce, 77-87.

Błach, J., Klimontowicz, M. (2021). The Determinants of PayTech’s Success in the Mobile Payment Market—The Case of BLIK. Journal of Risk and Financial Management, 14(9), 422. https://doi.org/10.3390/jrfm14090422

Brahmbhatt, M. (2018). A Study on Customers ' Perception towards E-Wallets in Ahmedabad City. IUJ Journal of Management, 6(1).

Brandl, B., Hornuf, L. (2020). Where Did FinTechs Come From, and Where Do They Go? The Transformation of the Financial Industry in Germany After Digitalization. Frontiers in Artificial Intelligence, 3. https://doi.org/10.3389/frai.2020.00008

Burragoni, V. (2017). Financial Innovations: A Deeper Literature Review with Focus on India. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.2894973

Buteau, S., Rao, P., Valenti, F. (2021). Emerging insights from digital solutions in financial inclusion. CSI Transactions on ICT, 9(2), 105–114. https://doi.org/10.1007/s40012-021-00330-x

Cai, C. W. (2018). Disruption of financial intermediation by FinTech: a review on crowdfunding and blockchain. Accounting and Finance, 58(4), 965–992. Portico. https://doi.org/10.1111/acfi.12405

Campbell-Verduyn, M., Rodima-Taylor, D., Hütten, M. (2020). Technology, small states and the legitimacy of digital development: combatting de-risking through blockchain-based re-risking? Journal of International Relations and Development, 24(2), 455–482. https://doi.org/10.1057/s41268-020-00198-5

Chawla, D., Joshi, H. (2017). High Versus Low Consumer Attitude and Intention Towards Adoption of Mobile Banking in India: An Empirical Study. Vision: The Journal of Business Perspective, 21(4), 410–424. https://doi.org/10.1177/0972262917733188

Chawla, D., Joshi, H. (2019). Consumer attitude and intention to adopt mobile wallet in India – An empirical study. International Journal of Bank Marketing, 37(7), 1590–1618. https://doi.org/10.1108/ijbm-09-2018-0256

Chu, A. B. (2018). Mobile Technology and Financial Inclusion. Handbook of Blockchain, Digital Finance, and Inclusion, Volume 1, 131–144. https://doi.org/10.1016/b978-0-12-810441-5.00006-3

Coetzee, J. (2018). Strategic implications of Fintech on South African retail banks. South African Journal of Economic and Management Sciences, 21(1). https://doi.org/10.4102/sajems.v21i1.2455

Dissanayake, H., Popescu, C., Iddagoda, A. (2023). A Bibliometric Analysis of Financial Technology: Unveiling the Research Landscape. FinTech, 2(3), 527–542. https://doi.org/10.3390/fintech2030030

Dr Mandli Vijaykumar Yadav, B.R. Spandana. (2023). Fintech in India: Exploring Opportunities and Challenges in Andhra Pradesh. May-June 2023, 7(3), 150–157. Internet Archive. https://doi.org/10.46647/ijetms.2023.v07i03.020

Eickhoff, M., Muntermann, J., Weinrich, T. (2018). What do FinTechs actually do? A Taxonomy of FinTech Business Models. In: International Conference on Information Systems.

Ernst, Y. (2017). EY FinTech Adoption Index 2017–The rapid emergence of FinTech. In: EY FinTech Adoption Index 2017.

Fu, J., Mishra, M. (2022). Fintech in the time of COVID−19: Technological adoption during crises. Journal of Financial Intermediation, 50, 100945. https://doi.org/10.1016/j.jfi.2021.100945

Gomber, P., Kauffman, R. J., Parker, C., et al. (2018). On the Fintech Revolution: Interpreting the Forces of Innovation, Disruption, and Transformation in Financial Services. Journal of Management Information Systems, 35(1), 220–265. https://doi.org/10.1080/07421222.2018.1440766

Gowda, N., Chakravorty, C. (2021). Comparative study on cryptocurrency transaction and banking transaction. Global Transitions Proceedings, 2(2), 530–534. https://doi.org/10.1016/j.gltp.2021.08.064

Hazar, A., Babuşcu, S. (2023). Financial Technologies: Digital Payment Systems and Digital Banking. Today’ s Dynamics, 2(4), 162-179.

Iman, N. (2018). Assessing the dynamics of fintech in Indonesia. Investment Management and Financial Innovations, 15(4), 296-303. https://doi.org/10.21511/imfi.15(4).2018.24

Kamra, V., Thukral, S. (2021). Digital Wallets and User Attitude: The Rise of FinTech. International Journal of Business Analytics and Intelligence, 9, 33-40.

Koziel, A. M., Shen, C. (2023). Psychographic and demographic segmentation and customer profiling in mobile fintech services. Kybernetes. https://doi.org/10.1108/k-07-2023-1251

Krishnakumari, R., Pavithra, G. (2018). Digital Payment System: Awareness and Usage in Coimbatore City. International Journal of Management and Social Science Research Review, 1(45), 160-164.

Kwilinski, A., Dzwigol, H., Dementyev, V. (2020). Model of entrepreneurship financial activity of the transnational company based on intellectual technology. International Journal of Entrepreneurship, 24(1), 1-5.

Larios-Hernández, G. J. (2017). Blockchain entrepreneurship opportunity in the practices of the unbanked. Business Horizons, 60(6), 865–874. https://doi.org/10.1016/j.bushor.2017.07.012

Lestari, D., Rahmanto, B. T. (2021). Fintech and its challenge for banking sector. The Management Journal of Binaniaga, 6(1), 55. https://doi.org/10.33062/mjb.v6i1.428

Liu, H., Yao, P., Latif, S., et al. (2021). Impact of Green financing, FinTech, and financial inclusion on energy efficiency. Environmental Science and Pollution Research, 29(13), 18955–18966. https://doi.org/10.1007/s11356-021-16949-x

Lontchi, C. B., Yang, B., Shuaib, K. M. (2023). Effect of Financial Technology on SMEs Performance in Cameroon amid COVID-19 Recovery: The Mediating Effect of Financial Literacy. Sustainability, 15(3), 2171. https://doi.org/10.3390/su15032171

Micu, I., Micu, A. (2016). Financial Technology (FinTech) and its Implementation on the Romanian Non-Banking Capital Market. Fundatia Română pentru Inteligenta Afacerii.

Mishra, R., Albalushi, J. (2023). Digital Finance and Green Innovation Review Paper with special reference to Oman and Bibliometric Analysis for the Duration of 2017-2023. International Journal For Multidisciplinary Research, 5(6). https://doi.org/10.36948/ijfmr.2023.v05i06.8271

Najdawi, A., Chabani, Z., Said, R., et al. (2019). Analyzing the Adoption of E-Payment Technologies in UAE Based on Demographic Variables. In: 2019 International Conference on Digitization (ICD). https://doi.org/10.1109/icd47981.2019.9105908

Najib, M., Fahma, F. (2020). Investigating the Adoption of Digital Payment System through an Extended Technology Acceptance Model: an Insight from the Indonesian Small and Medium Enterprises. International Journal on Advanced Science, Engineering and Information Technology, 10(4), 1702–1708. https://doi.org/10.18517/ijaseit.10.4.11616

Nasir, A., Shaukat, K., Iqbal Khan, K., et al. (2021). Trends and Directions of Financial Technology (Fintech) in Society and Environment: A Bibliometric Study. Applied Sciences, 11(21), 10353. https://doi.org/10.3390/app112110353

Nayak Kini, A., Basri, S. (2023). Customer Empowerment and Engagement Behaviours Influencing Value for FinTech Customers: An Empirical Study from India. Organizations and Markets in Emerging Economies, 14(1(27)), 83–109. https://doi.org/10.15388/omee.2023.14.83

Omarini, A. E. (2018). Fintech and the Future of the Payment Landscape: The Mobile Wallet Ecosystem - A Challenge for Retail Banks? International Journal of Financial Research, 9(4), 97. https://doi.org/10.5430/ijfr.v9n4p97

Pantielieieva, N., Zaporozhets, S., Nagaichuk, N., et al. (2019). Transformation of financial intermediation in the context of spread of digital trends. The bulletin, 3(379), 144–152. https://doi.org/10.32014/2019.2518-1467.80

Puschmann, T. (2017). Fintech. Business and Information Systems Engineering, 59(1), 69–76. https://doi.org/10.1007/s12599-017-0464-6

Ranjith P.V., Swati K., Aparna J. V. (2021). A Literature Study of Consumer Perception Towards Digital Payment Mode in India. Psychology and Education Journal, 58(1), 3304–3319. https://doi.org/10.17762/pae.v58i1.1270

Ravikumar, T. (2019b). Digital financial inclusion: A payoff of financial technology and digital finance uprising in India. International Journal of Scientific and Technology Research, 8(11), 3434-3438.

Riskinanto, A., Kelana, B., Hilmawan, D. R. (2017). The Moderation Effect of Age on Adopting E-Payment Technology. Procedia Computer Science, 124, 536–543. https://doi.org/10.1016/j.procs.2017.12.187

Rohini Kumari, Deepak Kumar. (2024). From Kirana Stores to E-commerce: The Evolving Landscape of Consumer Perceptions on Digital Payments in India. International Research Journal on Advanced Engineering Hub (IRJAEH), 2(02), 154–168. https://doi.org/10.47392/irjaeh.2024.0028

Ryu, H.S., Ko, K. S. (2020). Sustainable Development of Fintech: Focused on Uncertainty and Perceived Quality Issues. Sustainability, 12(18), 7669. https://doi.org/10.3390/su12187669

Saksonova, S., Kuzmina-Merlino, I. (2017). Fintech as Financial Innovation-The Possibilities and Problems of Implementation. European research studies journal, XX(3A), 961–973. https://doi.org/10.35808/ersj/757

Saksonova, S., Kuzmina-Merlino, I. (2017). Fintech as Financial Innovation-The Possibilities and Problems of Implementation. European research studies journal, XX (3A), 961–973. https://doi.org/10.35808/ersj/757

Saputra, M., Santosa, P. I., Permanasari, A. E. (2023). Consumer Behaviour and Acceptance in Fintech Adoption: A Systematic Literature Review. Acta Informatica Pragensia, 12(2), 468–489. https://doi.org/10.18267/j.aip.222

Saxena, A. K., Mazhar, S. S., Khan, F. S. (2021). Redefining business models for sustainable redefining Business Models for Sustainable Development. Argon Publishers, New Delhi.

Schindler, J. (2017). FinTech and Financial Innovation: Drivers and Depth. Finance and Economics Discussion Series, 2017(081). https://doi.org/10.17016/feds.2017.081

Shahzad, A., Zahrullail, N., Akbar, A., et al. (2022). COVID-19’s Impact on Fintech Adoption: Behavioral Intention to Use the Financial Portal. Journal of Risk and Financial Management, 15(10), 428. https://doi.org/10.3390/jrfm15100428

Shakeel, U., Khan, F. S., Mazhar, S. S. (2022). Exploratory Study on Categorization and Cause of Conflicts of Interest Prevalent in the Banking Sector. International Management Review.

Shalala Asadova, S., Aksoy, E.E. (2021). Consumer perception in the use of financial technologies: Comparison of Turkey and Azerbaijan. Journal of Advanced Research in Social Sciences and Humanities, 6(1). https://doi.org/10.26500/jarssh-06-2021-0102

Shama, Mazhar, S.S., Rehman, A., Khan, F.S. (2023). How digital technology and innovation can be leveraged in small and medium enterprises: a bibliometric analysis. International Journal of Technological Learning, Innovation and Development, 15(2), 162–182. https://doi.org/10.1504/ijtlid.2023.135341

Slazus, B. J., Bick, G. (2022). Factors that Influence FinTech Adoption in South Africa: A Study of Consumer Behaviour towards Branchless Mobile Banking. Athens Journal of Business and Economics, 8(1), 429–450. https://doi.org/10.30958/ajbe.8-1-3

Srivastava, K. (2020). Unfolding FinTech: A paradigm shift in Indian banking. Paideuma Journal, XIII(IV), 129-136. http://paideumajournal.com/gallery/14-april2020.pdf

Stewart, H., Jürjens, J. (2018). Data security and consumer trust in FinTech innovation in Germany. Information and Computer Security, 26(1), 109–128. https://doi.org/10.1108/ics-06-2017-0039

Tang, K. L., Ooi, C. K., Chong, J. B. (2020). Perceived Risk Factors Affect Intention To Use FinTech. Journal of Accounting and Finance in Emerging Economies, 6(2), 453–463. https://doi.org/10.26710/jafee.v6i2.1101

Taskinsoy, J. (2019). Blockchain: A Misunderstood Digital Revolution. Things You Need to Know about Blockchain. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3466480

Teng, S., Khong, K. W. (2021). Examining actual consumer usage of E-wallet: A case study of big data analytics. Computers in Human Behavior, 121, 106778. https://doi.org/10.1016/j.chb.2021.106778

Thomason, J., Ahmad, M., Bronder, P., et al. (2018). Blockchain—Powering and Empowering the Poor in Developing Countries. Transforming Climate Finance and Green Investment with Blockchains, 137–152. https://doi.org/10.1016/b978-0-12-814447-3.00010-0

Tronnier, F., Harborth, D., Biker, P. (2023). Applying the extended attitude formation theory to central bank digital currencies. Electronic Markets, 33(1). https://doi.org/10.1007/s12525-023-00638-3

Tut, D. (2023). FinTech and the COVID-19 pandemic: Evidence from electronic payment systems. Emerging Markets Review, 54, 100999. https://doi.org/10.1016/j.ememar.2023.100999

Verma, A. N. (n.d.). Identifying the Significance Of Digital Financial Literacy In Indian Education: A Bibliometric Analysis. October, 2023, 3-83.

Litamahuputty, J. V., Siahaya, A., & Cornelis, V. (2024). The Role of Financial Literacy as A Moderating Variable in the Impact of Fintech Payments on Consumer Behavior. JHSS (Journal of Humanities and Social Studies), 8(1), 186-190, 08(01), 186-190.

Xia, H., Gao, Y., Zhang, J. Z. (2023). Understanding the adoption context of China’s digital currency electronic payment. Financial Innovation, 9(1). https://doi.org/10.1186/s40854-023-00467-5

Zavolokina, L., Dolata, M., Schwabe, G. (2016). FinTech—What's in a name? In: 2016 International Conference on Information Systems.




DOI: https://doi.org/10.24294/jipd.v8i11.7522

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Aanchal Nigam, Farhina Sardar Khan, Syed Shahid Mazhar, Niyati Chaudhary, Ehsanul Haque, Maroof Ahmad Mir, Mohd Salahuddin Ansari

License URL: https://creativecommons.org/licenses/by/4.0/

This site is licensed under a Creative Commons Attribution 4.0 International License.