The Mediating Effect of Trust on Factors Influencing the Intention to use FinTech Applications Among Urban Working Professionals in Malaysia

The integration of financial technology (“FinTech”) applications has transformed the financial services landscape, significantly influencing consumer behaviour and business models worldwide. Despite robust digital economy growth in Malaysia, FinTech adoption among urban working professionals remains slower than in developed nations, hindered by concerns over data security and privacy. This study investigates the factors influencing FinTech adoption in this context, focusing on the mediating role of trust. Grounded in the Technology Acceptance Model (“TAM”) and extended to include trust as a mediator, the research examines the effects of convenience, perceived usefulness, social influence, and promotions on adoption intention. Trust is conceptualised as users’ confidence in the security, reliability, and data protection of FinTech applications. A self-administered survey of 313 urban working professionals was conducted using a structured questionnaire and analysed with multiple regression and structural equation modelling. The results reveal that convenience and social influence directly and positively affect FinTech adoption, while the impacts of usefulness and promotions become significant only when mediated by trust. Trust thus emerges as a pivotal factor, bridging the gap between perceived benefits and concerns over security and operational reliability. Demographic analysis further indicates that younger and male users are generally more receptive to FinTech services. The study recommends that FinTech providers prioritise building trust through enhanced security measures, transparent privacy policies, and responsive customer service. Policymakers are encouraged to strengthen data protection frameworks and invest in digital literacy initiatives to foster a secure and inclusive FinTech ecosystem. Limitations include the focus on urban working professionals in Malaysia. Future research should explore FinTech adoption across diverse populations and examine additional mediators such as financial literacy and cultural factors. This research contributes to a deeper understanding of FinTech adoption in Malaysia and reinforces the central role of trust in advancing financial inclusion and digital transformation.

Name dc:type.qualificationname

dba

Level dc:type.qualificationlevel

doctoral

Grantor dc:publisher.institution

University of Wales Trinity Saint David

Year dc:date.issued

2025

Author dc:creator

• Lim, Chee Yen

• HG Cyllid

Dc Identifier Grantnumber

UWTSD

OAI identifier oai:identifier

oai:repository.uwtsd.ac.uk:3775