Enhancing FinTech service acceptance: the role of quality attributes

Purpose This study aims to address the challenges small businesses face in accessing formal financial services in Pakistan by examining the potential of Fintech solutions. To achieve this, the study collects data from a diverse sample to shed light on the factors influencing Fintech service acceptance. Design/methodology/approach The study employs a deductive approach, collecting data through structured questionnaires from 392 respondents (owners) engaged in small-scale entrepreneurial activities. Structural equation modeling was used to empirically evaluate the proposed model. Findings The findings show significant influence of performance expectancy, effort expectancy, perceived credibility and interface design quality (IDQ) on the behavioral intentions to adopt Fintech solutions. The study also reveals the moderating role of Fintech quality on the relationship between Fintech use variables and behavioral intentions, highlighting the importance of quality perceptions in shaping stakeholders’ attitudes and intentions. Practical implications Policymakers are recommended to enforce Fintech quality standards, incentivize user-friendly and secure platform development, promote training in cybersecurity and support certification programs. These measures will enhance usability, trust and innovation, ultimately boosting Fintech adoption and financial inclusion among small businesses, especially in Pakistan’s informal sector. Originality/value The study integrates “UTAUT2 and Delone and McLean IS Success Models” to propose a novel research framework. The study contributes to the debate in two ways. It introduces an unknown dimension, namely, IDQ. The research unveils the previously unexplored influence of perceived Fintech quality as a variable that moderates the impact of Fintech-related factors on behavioral intention to adopt Fintech services.