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Reputation and its consequences in Fintech services: the case of mobile banking

Yen Thi Hoang Nguyen (Department of Marketing, Posts and Telecommunications Institute of Technology, Hanoi City, Vietnam)
Tommi Tapanainen (Department of Global Studies, College of Economics and International Trade, Pusan National University, Busan, South Korea)
Hai Thi Thanh Nguyen (Department of Knowledge and Information Management, Faculty of Business and Management, Tampere Universities, Tampere, Finland)

International Journal of Bank Marketing

ISSN: 0265-2323

Article publication date: 3 June 2022

Issue publication date: 17 November 2022

1768

Abstract

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.

Keywords

Acknowledgements

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.

Citation

Nguyen, Y.T.H., Tapanainen, T. and Nguyen, H.T.T. (2022), "Reputation and its consequences in Fintech services: the case of mobile banking", International Journal of Bank Marketing, Vol. 40 No. 7, pp. 1364-1397. https://doi.org/10.1108/IJBM-08-2021-0371

Publisher

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Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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