Fintech Service Quality Trust and Customer Behaviour in Textile-Oriented Banking Ecosystems Digital Platforms

Abstract

The integration of FinTech-enabled banking services has become increasingly vital within textile-oriented financial ecosystems, where enterprises, employees and supply chain participants depend on digital platforms for routine financial transactions. Despite this growing reliance, empirical evidence explaining how FinTech service quality and trust jointly influence customer attitude, behavioural intention and retention remains limited, particularly in sector-specific contexts such as the textile industry. This study investigates the interrelationships among perceived FinTech service quality, trust, customer attitude, behavioural intention and retention within banking-driven FinTech services supporting textile-related users. Data were collected through a structured survey administered to 150 customers associated with textile-linked banking services. Reliability and validity of the constructs were assessed using Cronbach’s alpha and correlation analysis. Multiple linear regression was employed to examine the predictive effects of service quality and trust on customer attitude, behavioural intention and retention, while ANOVA was used to evaluate behavioural variations across demographic groups. The findings indicate that perceived service quality and trust significantly influence customer attitudes and behavioural intentions, which in turn enhance continued usage and retention of FinTech banking services. Demographic variables exhibit a moderating effect on these relationships. The study contributes sector-specific empirical evidence to FinTech adoption literature and offers practical implications for banks aiming to strengthen digital engagement in textile-driven economic contexts