The Impact of Financial Technology on Customer Intention to Use Financial Services through the Lenses of Process Virtualization Theory

2019 | International Conference on Information Systems | Citations: 6

Authors: Verbovetska, Anna

Abstract: The ongoing digitalization in the financial services industry induces firms to i ... Expand

Abstract: The ongoing digitalization in the financial services industry induces firms to implement financial technology in their digital processes to attract customers. However, research on mechanisms, by which financial technology affects customer intention to use financial processes, is very fragmented. Thus, relying on process virtualization theory, we study the effect of financial technology implementation on intention to use via relationship, synchronism, and identification and control readiness of processes. The results of our conjoint experiment with 302 participants indicate that relationship, synchronism, and identification and control readiness jointly transmit the effect of financial technology implementation on customer intention to use financial processes. Our results further suggest that financial technology implementation generally increases customer intention to use financial processes. Our study integrates research on financial technology and process virtualization by explaining customer intention to use processes with financial technology through process readiness, and supports practitioners in addressing the needs of financial services customers. Collapse

Topics: electronic finance usage intention robo advisor blockchain peer-to-peer model

Methods: experiment survey mediation analysis linear regression analysis statistical hypothesis test

Theories: process virtualization theory