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...

Full description

Saved in:

Bibliographic Details
Main Author:	Misbah, Noreen
Format:	Thesis
Language:	eng eng
Published:	2022
Subjects:	HG Finance
Online Access:	https://etd.uum.edu.my/11122/1/depositpermission.pdf https://etd.uum.edu.my/11122/2/s903314_01.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.11122
record_format	uketd_dc
spelling	my-uum-etd.111222024-05-27T06:24:20Z The Impact of Fintech On Financial Inclusion And Customer Satisfaction: A Study On Mobile Money Services In Pakistan. 2022 Misbah, Noreen Ghazali, Zahiruddin Mia, Md. Shahin College of Business (COB) collage of Business HG Finance 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 2022 Thesis https://etd.uum.edu.my/11122/ https://etd.uum.edu.my/11122/1/depositpermission.pdf text eng staffonly https://etd.uum.edu.my/11122/2/s903314_01.pdf text eng public other doctoral Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Ghazali, Zahiruddin Mia, Md. Shahin
topic	HG Finance
spellingShingle	HG Finance Misbah, Noreen The Impact of Fintech On Financial Inclusion And Customer Satisfaction: A Study On Mobile Money Services In Pakistan.
description	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
format	Thesis
qualification_name	other
qualification_level	Doctorate
author	Misbah, Noreen
author_facet	Misbah, Noreen
author_sort	Misbah, Noreen
title	The Impact of Fintech On Financial Inclusion And Customer Satisfaction: A Study On Mobile Money Services In Pakistan.
title_short	The Impact of Fintech On Financial Inclusion And Customer Satisfaction: A Study On Mobile Money Services In Pakistan.
title_full	The Impact of Fintech On Financial Inclusion And Customer Satisfaction: A Study On Mobile Money Services In Pakistan.
title_fullStr	The Impact of Fintech On Financial Inclusion And Customer Satisfaction: A Study On Mobile Money Services In Pakistan.
title_full_unstemmed	The Impact of Fintech On Financial Inclusion And Customer Satisfaction: A Study On Mobile Money Services In Pakistan.
title_sort	impact of fintech on financial inclusion and customer satisfaction: a study on mobile money services in pakistan.
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2022
url	https://etd.uum.edu.my/11122/1/depositpermission.pdf https://etd.uum.edu.my/11122/2/s903314_01.pdf
_version_	1804888195033202688

The Impact of Fintech On Financial Inclusion And Customer Satisfaction: A Study On Mobile Money Services In Pakistan.

Similar Items