TY - JOUR
T1 - Reputation and its consequences in Fintech services: the case of mobile banking
AU - Nguyen, Yen Thi Hoang
AU - Tapanainen, Tommi
AU - Nguyen, Hai Thi Thanh
N1 - Funding Information:
The authors would like to thank the Telecommunications Institute of Technology (PTIT), especially the authors’ colleagues from the Department of Marketing in Vietnam for providing research assistance, and the authors thank anonymous reviewers and editors for the insights on earlier versions of the manuscript.
Publisher Copyright:
© 2022, Emerald Publishing Limited.
PY - 2022/11/17
Y1 - 2022/11/17
N2 - Purpose: Recently, traditional financial institutions are facing strong competition from disruptive innovators (Fintech firms) forcing them to increasingly invest in new IT solutions to maintain their competitive edge. However, there are still advantages that traditional financial institutions enjoy, of which the primary one may be reputation. Surprisingly, the firm reputation link to use intention has not received much attention in the literature, prompting this research. The purpose of this study is to examine the firm reputation link to use intention in the context of mobile banking. Design/methodology/approach: The results are based on a survey of 783 participants in Vietnam. Findings: The study confirmed that reputation plays an important role in promoting use intention for mobile banking. Additionally, perceived risk and trust are also linked to perceived usefulness (PU) and perceived ease-of-use (PEOU). Originality/value: This study is among the first to link perceived risk and trust to PU and PEOU in a mobile banking context. Based on the Theory of Reasoned Action, the study adds to the literature by connecting two separated research themes: technology adoption and reputation. It also suggests avenues for both traditional banks and Fintech firms to set their business strategies to enhance their reputation or collaborate for mutual benefits.
AB - Purpose: Recently, traditional financial institutions are facing strong competition from disruptive innovators (Fintech firms) forcing them to increasingly invest in new IT solutions to maintain their competitive edge. However, there are still advantages that traditional financial institutions enjoy, of which the primary one may be reputation. Surprisingly, the firm reputation link to use intention has not received much attention in the literature, prompting this research. The purpose of this study is to examine the firm reputation link to use intention in the context of mobile banking. Design/methodology/approach: The results are based on a survey of 783 participants in Vietnam. Findings: The study confirmed that reputation plays an important role in promoting use intention for mobile banking. Additionally, perceived risk and trust are also linked to perceived usefulness (PU) and perceived ease-of-use (PEOU). Originality/value: This study is among the first to link perceived risk and trust to PU and PEOU in a mobile banking context. Based on the Theory of Reasoned Action, the study adds to the literature by connecting two separated research themes: technology adoption and reputation. It also suggests avenues for both traditional banks and Fintech firms to set their business strategies to enhance their reputation or collaborate for mutual benefits.
KW - Mobile payment
KW - Perceived security risk
KW - Reputation
KW - Trust on mobile services
U2 - 10.1108/IJBM-08-2021-0371
DO - 10.1108/IJBM-08-2021-0371
M3 - Article
AN - SCOPUS:85131411625
VL - 40
SP - 1364
EP - 1397
JO - International Journal of Bank Marketing
JF - International Journal of Bank Marketing
SN - 0265-2323
IS - 7
M1 - 0371
ER -