The Impact of Fintech On Financial Inclusion And Customer Satisfaction: A Study On Mobile Money Services In Pakistan.
In Pakistan, the financial inclusion rate is lower than in other South Asian countries. In this circumstance, the Government of Pakistan is providing efforts to enhance the Rate of financial inclusion through implementing fintech-related strategies, particularly Mobile money services. However, there...
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| Format: | Thesis |
| Language: | eng eng |
| Published: |
2022
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| Subjects: | |
| Online Access: | https://etd.uum.edu.my/11122/1/depositpermission.pdf https://etd.uum.edu.my/11122/2/s903314_01.pdf |
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| Summary: | In Pakistan, the financial inclusion rate is lower than in other South Asian countries. In this circumstance, the Government of Pakistan is providing efforts to enhance the Rate of financial inclusion through implementing fintech-related strategies, particularly Mobile money services. However, there is no empirical evidence yet on the impact of Mobile money services on financial inclusion in the country. Therefore, this study aims To assess the impact of mobile money services on financial inclusion and customer Satisfaction in Pakistan. The study also examines the mediating role of perceived trust On the relationship among mobile money services, financial inclusion, and customer Satisfaction. Public good theory, diffusion of innovation theory, theory of planned Behaviour, and prospect theory were applied as the underpinning theories in this Research. A self-administered questionnaire was completed by 436 mobile money Users in Punjab Province, Pakistan, using a convenience sampling technique. Partial Least Square Structural Equational Modelling was employed to analyse the data. This Study found a positive and significant impact of mobile money services on financial Inclusion. On the other hand, mobile money services give the opposite impact On customer satisfaction when using technology-based financial services. Additionally, the perceived trust had a significant mediation effect on the relationship Among mobile money services, financial inclusion, and customer satisfaction for using Technology-based financial services. Based on the empirical findings, the study Recommends that policymakers and mobile money service providers take the necessary Actions to boost the confidence and trustworthiness of the services and provide Impactful efforts to extend the services all over the country in a cost-effective way |
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