What determines customers’ continuance intention of FinTech? Evidence from YuEbao

• Published in: Industrial management + data systems Vol. 119; no. 8; pp. 1625 - 1637
• Main Authors: Wang, Zhenning, GUAN, Zhengzhi (Gordon), Hou, Fangfang, Li, Boying, Zhou, Wangyue
• Format: Journal Article
• Language: English
• Published: Wembley Emerald Publishing Limited 19.09.2019; Emerald Group Publishing Limited
• Subjects: Assurance; Bank technology; Customer services; Customers; Financial services; Hypotheses; Influence; Investigations; Normality; Perceptions; Quality; Questionnaires; Social factors; Studies; User experience; China; Continuance intention; Herding; Subjective norm; Trust; Structural assurance; FinTech

Purpose The purpose of this paper is to investigate the effects of trust in service and structural assurance on the continuance intention of FinTech services, and the roles of technical factors (i.e. situational normality and system quality) and social factors (i.e. herding and subjective norm) in d...