Effect of trust level on Fintech service satisfaction : A multi-group analysis of information system success instruments

Abstract

The society is more and more modern and developed, Fintech services are also growing and becoming more popular year by year. In recent years, Fintech has brought positive changes to the Vietnamese economy. However, there are still limited papers and research in Vietnam that find out about this issue, particularly when it comes to customer satisfaction with services. In order to improve Fintech services., the purpose of this research is to figure out the effect of trust level on Fintech service satisfaction in Ho Chi Minh city. The Information System Success Model (ISS) of Delone and Mclean (2003) was used as a base for the research model. One of the most significant theories in contemporary information systems research, the IS Success Model has been referenced in thousands of academic papers.__ This study focuses on assessing the satisfaction level of fintech service users with the information systems success model and shed light on the appropriate solutions for fintech companies to develop their own products in the future. The empirical data was collected through surveying 222 individual customers using Fintech services in Ho Chi Minh City. All data were processed using Stata software version 17 including Descriptive Statistics, Cronbach's Alpha, Exploratory Factor Analysis (EFA), Confirmatory factor analysis (CFA), Structural equation modeling (SEM) and Hypothesis testing, the authors have discovered that trust and service quality positively affected satisfaction. From the above results, the authors present some recommendations to help Fintech approach a variety of customers and increase customer satisfaction when using Fintech services.