APJIS Asia Pacific Journal of Information Systems

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The Journal for Information Professionals

Asia Pacific Journal of Information Systems (APJIS), a Scopus and ABDC indexed journal, is a
flagship journal of the information systems (IS) field in the Asia Pacific region.

ISSN 2288-5404 (Print) / ISSN 2288-6818 (Online)

Editor : Seung Hyun Kim

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Current Issue

Date December 2023
Vol. No. Vol. 33 No. 4
DOI https://doi.org/10.14329/apjis.2023.33.4.1093
Page 1093~1117
Title Impact of Service Quality on Behavioural Intention to Use Fin Tech Payment Services: An Extension of SERVEQUAL Model
Author Vikas Sharma, Sanjay Taneja, Munish Gupta, KshitizJangir, Ercan Ozen
Keyword TAM, SERVQUAL Models, Financial Technology, FinTech Payment Services, Quality Outcomes, Behavioural Intentions, Structural Equation Modeling
Abstract The study aims to determine the impact of quality outcomes on behavior intentions in Financial Technology (FinTech) payment services. The study is focused on the development and testing of the impact of the SERVQUAL model on the TAM, i.e., Technology Acceptance Model for the measurement of the behavioral intention of users to use fintech payment services. The sample entails 578 specific survey responses from northern India from October to December 2022. The respondents were users of FinTech. The PLS-SEM technique was employed to explain the implementation process. Consequently, it discovered a significant relationship between the SERVQUAL models and the impact on behavioral intentions identified by TAM. The study will provide insight into the factors that impact the quality outcomes and adoption of Fintech payment services to the providers. The paper demystifies FinTech payment services in the range of perception of service quality outcomes and provides essential theories. The TAM model reflects the customer’s sense of satisfaction, usefulness, and attitude. In contrast, the SERVQUAL model demonstrates the user’s assessment of service quality outcomes such as quality, trust, security, and service quality positively affects behavioral intention in FinTech payment services.


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