Behavioral determinants of continued use of Islamic FinTech: The moderating role of service and system quality

The purpose of this study is to investigate the determinants of continued use of Islamic FinTech services through an examination of how useful Islamic FinTech services appear, what others think about the user’s use of Islamic FinTech services, how confident the user feels when using these services, and how much the user trusts the service provider in relation to the user’s actual use. This study will examine the relationship between the user’s actual use and their behavioral intention to continue to use the service. Additionally, this study will examine the role that both the service quality and system quality play as moderators for post adoption behaviors. In order to complete this study, a cross sectional survey was used to gather data from 232 active users of Islamic FinTech services in Jordan. A series of previously validated likert scale items were used to measure the variables used in this study. PLS-SEM with SmartPLS 4 software was utilized to test both direct and moderator effects in the proposed research model. Bootstrapping techniques were applied in order to determine if the structural paths in the model were significantly different from zero at a 95% confidence level. The results indicated that the proposed model accounted for 63.4% of the variance in actual use (R² = .634). The findings show that all four constructs; perceived usefulness, subjective norms, self-efficacy and perceived trust, are positively related to the user’s actual use of Islamic FinTech services. Also, there is a positive association between actual use and behavioral intentions to continue use of Islamic FinTech services. System quality has a moderating effect on the relationship between actual use and continuance intention while service quality does not have a statistically significant moderating effect. This study is one of few studies examining post adoption behavior in the context of Islamic FinTech services within Jordan. The study combines multiple theoretical frameworks including cognitive theory, social influence theory, and trust theory and incorporates both service quality and system quality into a singular framework to examine continuance behavior of Islamic FinTech usage.