Determinants of continuance intention to use fintechs in the Brazilian context: an expectation factors perspective
Maurício Bergmann et al.
Abstract
Purpose Fintechs have transformed the traditional financial landscape through technological advancements, enhancing product performance, processes, and management. As fintech adoption proliferates, understanding factors influencing users’ continuance intention becomes highly relevant. Design/methodology/approach Drawing from the Disconfirmation of Expectations Theory and the Information Systems Expectations Confirmation Model, this study adopts an expectation factors perspective to explore these determinants. It investigates trust, value, risk, and system quality, which are crucial for the expansion of fintech services. Based on data from 426 Brazilian fintech users collected via an online survey, the work proposes and tests a model integrating these factors through a quantitative approach employing Partial Least Squares Structural Equation Modeling. Findings The paper provides empirical support for six of the seven hypotheses, underscoring the central role of value expectancy in shaping users’ continuance intention. However, trust exhibited no significant association. The results suggest that once trust is sufficiently established to support initial adoption, it may gradually stabilize in specific contexts and operate more as a background condition than as an active driver of continuance of use. Research limitations/implications The study focused on specific expectation factors, suggesting the need for broader investigations into other factors influencing users’ continuance intention. Practical implications Understanding key expectation factors and their impact on users’ continuance intention provides fintech companies with insights to enhance the user experience and foster long-term engagement. By tailoring services to meet user needs, fintech firms can effectively improve user retention. Originality/value The model examines the expectation factors (value, risks, system quality, and trust) that influence users’ continuance intention to engage with fintech services. These findings contribute to the theoretical understanding of fintech adoption while also offering practical insights for fintech management, fostering further research across diverse contexts.
Evidence weight
Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40
| F · citation impact | 0.50 × 0.4 = 0.20 |
| M · momentum | 0.50 × 0.15 = 0.07 |
| V · venue signal | 0.50 × 0.05 = 0.03 |
| R · text relevance † | 0.50 × 0.4 = 0.20 |
† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.