IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v16y2024i6p2261-d1353529.html
   My bibliography  Save this article

Fintech Service Quality of Saudi Banks: Digital Transformation and Awareness in Satisfaction, Re-Use Intentions, and the Sustainable Performance of Firms

Author

Listed:
  • Abdulaziz Adel Aldaarmi

    (Faculty of Business Administration, University of Tabuk, Tabuk 47512, Saudi Arabia)

Abstract

The present study examined the effects of the service quality regarding fintech and customer satisfaction on the sustainable bank performance, with digital transformation and digital awareness as the mediator and moderator in the Saudi Arabian banks. Using an online survey questionnaire, data were collected from 306 customers and an equal number of customer care officers, resulting in a 62.58% response rate. The findings revealed that the tangibles, reliability, and empathy about the fintech services significantly influence customer satisfaction. However, assurance and responsiveness did not significantly influence customer satisfaction. The results also showed that customer satisfaction regarding fintech services significantly and positively influences the intention to re-use fintech services, indicating the centrality of maintaining a high customer satisfaction for retention. Interestingly, while the intention to re-use fintech was directly linked to the sustainable performance of banks, the direct impact of digital transformation on the performance was not significant. Additionally, digital awareness about using fintech services significantly and positively influences the sustainable bank performance. The study also tested the moderating effect of digital awareness between customer satisfaction and sustainable performance, but the relationship was not significant. By offering the study’s novel findings, this research underscores the implications of fintech adoption and its quality dimensions on bank performances in the Saudi context.

Suggested Citation

  • Abdulaziz Adel Aldaarmi, 2024. "Fintech Service Quality of Saudi Banks: Digital Transformation and Awareness in Satisfaction, Re-Use Intentions, and the Sustainable Performance of Firms," Sustainability, MDPI, vol. 16(6), pages 1-19, March.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:6:p:2261-:d:1353529
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/16/6/2261/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/16/6/2261/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Kirti Nayal & Rakesh D. Raut & Vinay Surendra Yadav & Pragati Priyadarshinee & Balkrishna E. Narkhede, 2022. "The impact of sustainable development strategy on sustainable supply chain firm performance in the digital transformation era," Business Strategy and the Environment, Wiley Blackwell, vol. 31(3), pages 845-859, March.
    2. Scott, Susan V. & Van Reenen, John & Zachariadis, Markos, 2017. "The long-term effect of digital innovation on bank performance: An empirical study of SWIFT adoption in financial services," Research Policy, Elsevier, vol. 46(5), pages 984-1004.
    3. Jamil Hammoud & Rima M. Bizri & Ibrahim El Baba, 2018. "The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector," SAGE Open, , vol. 8(3), pages 21582440187, July.
    4. Bayu Arie Fianto & Charissa Kezia Rahmawati & Indri Supriani, 2021. "Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks," Jurnal Ekonomi & Keuangan Islam, Faculty of Economics, Universitas Islam Indonesia, vol. 7(1), pages 59-76.
    5. Oladapo, Ibrahim Abiodun & Hamoudah, Manal Mohammed & Alam, Md. Mahmudul & Muda, Ruhaini & Olaopa, Olawale Rafiu, 2022. "Customers’ Perceptions of FinTech Adaptability in the Islamic Banking Sector: Comparative study on Malaysia and Saudi Arabia," OSF Preprints cwpnm, Center for Open Science.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Serhat Yuksel & Hasan Dincer & Senol Emir, 2017. "Comparing the performance of Turkish deposit banks by using DEMATEL, Grey Relational Analysis (GRA) and MOORA approaches," World Journal of Applied Economics, WERI-World Economic Research Institute, vol. 3(2), pages 26-47, December.
    2. Stavros Sindakis & Saloome Showkat & Jiafu Su, 2023. "Unveiling the Influence: Exploring the Impact of Interrelationships among E-Commerce Supply Chain Members on Supply Chain Sustainability," Sustainability, MDPI, vol. 15(24), pages 1-27, December.
    3. Dharm Dev Bhatta & Muddassar Sarfraz & Larisa Ivascu & Marius Pislaru, 2023. "The Nexus of Corporate Affinity for Technology and Firm Sustainable Performance in the Era of Digitalization: A Mediated Model," Sustainability, MDPI, vol. 15(12), pages 1-20, June.
    4. Fathi, Mohammad Reza & Zeinali, Mahsa & Torabi, Mohsen & Alavizadeh, Seyed Mohammad, 2022. "Structural analysis of the future of Iranian online banking employing a MICMAC approach," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    5. Kian-Guan Lim & Michelle Lim, 2020. "Financial performance of shipping firms that increase LNG carriers and the support of eco-innovation," Journal of Shipping and Trade, Springer, vol. 5(1), pages 1-25, December.
    6. repec:thr:techub:10018:y:2021:i:1:p:593-603 is not listed on IDEAS
    7. Aditi S. Saha & Rakesh D. Raut & Vinay Surendra Yadav & Abhijit Majumdar, 2022. "Blockchain Changing the Outlook of the Sustainable Food Supply Chain to Achieve Net Zero?," Sustainability, MDPI, vol. 14(24), pages 1-21, December.
    8. Shaheer, Noman & Kim, Kijong & Li, Sali, 2022. "Internationalization of Digital Innovations: A Rapidly Evolving Research Stream," Journal of International Management, Elsevier, vol. 28(4).
    9. Yadgar Taha M. Hamakhan, 2020. "The effect of individual factors on user behaviour and the moderating role of trust: an empirical investigation of consumers’ acceptance of electronic banking in the Kurdistan Region of Iraq," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-29, December.
    10. Qian Wang & Jinbao Yang & Yung‐ho Chiu & Tai‐Yu Lin, 2020. "The impact of digital finance on financial efficiency," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 41(7), pages 1225-1236, October.
    11. Darell Edmond & Vijay Prakash & Lalit Garg & Seema Bawa, 2022. "Adoption of Cloud Services in Central Banks: Hindering Factors and the Recommendations for Way Forward," Journal of Central Banking Theory and Practice, Central bank of Montenegro, vol. 11(2), pages 123-143.
    12. Mohammad Ashraful Ferdous Chowdhury & Mohammad Abdullah & Nurun Nowshin Chowdhury Nazia & Debarshi Roy, 2023. "The nonlinear and threshold effects of IT investment on the banking sector of Bangladesh," Economic Change and Restructuring, Springer, vol. 56(6), pages 4253-4283, December.
    13. Abdol Majid Saadat Nezhad & Tahmoures Sohrabi & Nasrollah Shadnoosh & Abbas Toloie Eshlaghy, 2017. "A New Approach to Challenges of Venture Capital in Financing the Industrial Clusters through Cooperative Models and Venture Funds in Iran," International Journal of Economics and Financial Issues, Econjournals, vol. 7(6), pages 111-119.
    14. Francisco Jesús Gálvez-Sánchez & Juan Lara-Rubio & Antonio José Verdú-Jóver & Víctor Meseguer-Sánchez, 2021. "Research Advances on Financial Inclusion: A Bibliometric Analysis," Sustainability, MDPI, vol. 13(6), pages 1-19, March.
    15. Hongyan Zhao & Wanteng Zheng & Irina Loutfoullina, 2022. "Digital Finance and Collaborative Innovation: Case Study of the Yangtze River Delta, China," Sustainability, MDPI, vol. 14(17), pages 1-15, August.
    16. Shampa Paul & Kaushalesh Lal, 2021. "Technology Intensity and Employment in the Indian Economy," Arthaniti: Journal of Economic Theory and Practice, , vol. 20(1), pages 34-52, June.
    17. Swapnilsingh Thakur & Shailesh Rastogi & Neha Parashar & Pracheta Tejasmayee & Jyoti Mehndiratta Kappal, 2023. "The Impact of ICT on the Profitability of Indian Banks: The Moderating Role of NPA," JRFM, MDPI, vol. 16(4), pages 1-16, March.
    18. Maik Dehnert, 2020. "Sustaining the current or pursuing the new: incumbent digital transformation strategies in the financial service industry," Business Research, Springer;German Academic Association for Business Research, vol. 13(3), pages 1071-1113, November.
    19. R Andy & A Sujatha, 2021. "A Study on Customers Attitude towards the Problems of Internet Banking Services in Madurai City," ComFin Research, Shanlax Journals, vol. 9(1), pages 17-21, January.
    20. Andreea-Daniela MORARU & Margareta ILIE, 2022. "Analysing the Impact of e-Banking and Socio-Demographic Factors on Customer Satisfaction with Banking Services using Graphical Visualization," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 3, pages 149-156.
    21. Xinyu Cai & Marko Milojevic & Denis Syromyatnikov & Anastasia Kurilova & Beata Ślusarczyk, 2021. "Mathematical Interpretation of Global Competition between Payment Systems," Mathematics, MDPI, vol. 9(17), pages 1-18, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:16:y:2024:i:6:p:2261-:d:1353529. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.