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The Impact of Website Design and Customer Support on Customer Experience and Its Relation to Fintech Adoption Intention in Saudi Arabia

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  • Afnan Ibrahim Alothman
  • Soad Abdullah Al-Meshal

Abstract

Very little research has been conducted on customer experience (CE) in fintech to date, especially in the Kingdom of Saudi Arabia. The purpose of this paper is to study the impact of website design (WD) and customer support (CS) on CE and its relation to fintech adoption intention (AI) in Saudi Arabia. Data was gathered from 296 individuals by means of a survey. After checking the validity and reliability of the results, structural equation modeling was used to test the hypotheses. The results showed that WD and CS have a significant positive impact on CE. Also, WD and CE positively influence AI in fintech, while CS does not have a direct relation. Furthermore, CE mediates both WD and CS with AI. This paper provides further conceptual understanding of antecedents and consequences of CE in fintech. Practitioners in the fintech sector could benefit from results in achieving long-term goals. There are some limitations in the study that suggest the need for further studies.

Suggested Citation

  • Afnan Ibrahim Alothman & Soad Abdullah Al-Meshal, 2022. "The Impact of Website Design and Customer Support on Customer Experience and Its Relation to Fintech Adoption Intention in Saudi Arabia," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 14(1), pages 126-126, December.
    • Handle: RePEc:ibn:ijmsjn:v:14:y:2022:i:1:p:126
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    References listed on IDEAS

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    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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