Do cyber fraud experiences matter? Revisiting user motivations and satisfaction in driving FinTech continuance

Bibliographic Data

ID22422029
AuthorsAnil Kumar Kashyap (Central University of Himachal Pradesh HPKV Business School, , Dharamshala,), Priyanka Priyanka (0000-0002-9792-6242, Central University of Himachal Pradesh HPKV Business School, , Dharamshala,), Prashant Gupta (0000-0002-0754-9528, Indian Institute of Management Nagpur , Nagpur)
Year2026
Volume33
Issue1-2
Pages94-113
Publication date2026-03-17
Open AccessNo
TypeARTICLE
VenueJournal of Financial Crime (JOURNAL)
Journal identifiersISSN: 1359-0790 • E-ISSN: 1758-7239
PublisherEmerald (PUBLISHER)
DOI10.1108/jfc-09-2025-0300
OpenAlexW7120077030
LanguageEN
References cited55

Purpose This study aims to examine the roles of utilitarian, hedonic and social motivation in shaping user satisfaction and continuance usage intention for FinTech applications. It also investigates whether cyber fraud experience moderate the satisfaction–continuance relationship. Design/methodology/approach Data were obtained through an online survey distributed on social networking sites. A total of 243 valid responses from FinTech users were analysed using partial least squares structural equation modelling with SmartPLS. Findings The results show that utilitarian (B = 0.474, p = 0.000) and social (B = 0.231, p = 0.000) motivation significantly enhance user satisfaction, which, in turn, drives continuance intention (B = 0.686, p = 0.000). However, hedonic motivation (B = 0.036, p = 0.505) has no significant influence on satisfaction. Moreover, users’ experiences of cyber fraud (B = 0.011, p = 0.903) do not moderate the relationship between satisfaction and continuance intention. Research limitations/implications As the study used convenience sampling, findings may have limited generalisability. The cross-sectional design limits its ability to establish causality between motivation, satisfaction and continuance intentions. For practitioners, the findings underscore the importance of prioritising functional value and social reinforcement when designing FinTech services. Originality/value This study contributes by revealing that FinTech users’ post adoption satisfaction is primarily driven by application’s utility and its acceptance among peers, while hedonic attributes do not play a significant role. Furthermore, prior cyber fraud experience does not affect user intention of continuous use, indicates possible risk normalisation within the digital financial ecosystem. By linking post-adoption behaviour with exposure to financial crime, the study extends the application of technology acceptance and consumer behaviour theories in fraud prone FinTech environments.

Causal model · Continuance · Social influence · Structural equation modeling · Usability · Cybercrime and Law Enforcement Studies · FinTech, Crowdfunding, Digital Finance · Technology Adoption and User Behaviour

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