Determinants of the customer participation in financial services delivery through technology

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.