Understanding Continuous Intention to Use FinTech in Conflict-Affected Regions: Trust as a Mediating Factor in Yobe State

Abstract

FinTech has rapidly revolutionized the global financial landscape; however, its sustained adoption in developing regions such as Northern Nigeria remains limited. Users often hesitate to continue using FinTech services due to low trust and inadequate regulatory oversight, which heighten concerns regarding security, reliability, and accountability. Despite the growing relevance of FinTech, limited research has explored the factors influencing users’ continuous intention to use these services. This study investigates the determinants of customers’ continuous intention to use FinTech services in Yobe State, examining the mediating role of trust. Using a cross-sectional quantitative design, data were collected from 400 respondents through convenience-based non-probability sampling and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) version 4.0. The results indicate that technological factors, perceived benefits, and perceived risks significantly influence customers’ continuous intention to use FinTech. Trust was found to mediate these relationships, suggesting that confidence in FinTech services enhances users’ willingness to continue using them. However, by integrating the Technology Acceptance Model (TAM), the Theory of Reasoned Action (TRA) into a unified framework, this study contributes to the expanding FinTech literature. The findings emphasize the need for FinTech providers to enhance technological quality, foster trust, and perceived benefit frameworks to promote long-term user engagement.