Public value of using fintech services’ mobile applications: Citizens’ perspective in a Jordan setting

Abstract

Measuring the performance of Fintech services on mobile apps (FSMA) is considered a major key to sustain, develop, and improve financial services and their processes, depending on users’ standpoints on digital platforms. Public value aims at enhancing the performance of government institutions services. Throughout the current research, authors have suggested a novel way to evaluate the performance and management of FSMA by theorizing a new conceptual framework entitled Public Value of Fintech Services’ Mobile Apps (PV-FSMA). A quantitative approach was chosen to measure several factors influencing the use of FSMA and evaluate the degree of public value of FSMA among Jordanians. The structural equation model was conducted based on the results of the PV-FSMA model hypotheses. The results confirmed that FSMA-intention to use (FSMA-ITU) and its predictors: FSMA-usefulness (FSMA-US), FSMA-awareness (FSMA-AR), FSMA-security (FSMA-SE), FSMA-social influence (FSMA-IS), and FSMA-system quality (FSMA-SQ) except FSMA-ease of use (FSMA-ES) are valuable determinants of PV-FSMA. The article presents theoretical implications regarding financial services and public value theories and practical implications regarding public institution leaders, managers, and information technology specialists in the Fintech domain to improve the quality and performance of FSMA in Jordan.