Users’ Satisfaction Improvement of Financial Shared Service Platform—Perceived Usefulness Mediation and NGIT Application Maturity Adjustment

Abstract

Researches on the financial shared service platform (FSSP) application driven by the new generation of information technology (NGIT) always focus on platform construction, operation optimization and efficiency improvement, there are fewer literatures discuss it from the perspective of improving users’ satisfaction of FSSP. After analyzing the data of 259 questionnaires on users’ satisfaction of FSSP, this paper discusses the mediating effect of perceived usefulness and the moderating effect of NGIT application maturity between FSSP quality and users’ satisfaction by using structural equation model (SEM) and hierarchical regression analysis method, and then it discusses the mechanism of users’ satisfaction improvement of FSSP driven by NGIT. The results show that FSSP quality is significantly positively correlated with users’ satisfaction, perceived usefulness plays a mediating role between FSSP quality and users’ satisfaction. NGIT application maturity significantly regulates the relationship between FSSP quality and users’ satisfaction, and also significantly regulates the relationship between FSSP quality and perceived usefulness, but it does not significantly regulate the relationship between perceived usefulness and users’ satisfaction. This research is helpful to strengthen the driving role of NGIT on financial shared service. And it can provide decision-making basis for the digital-intelligent transformation of financial shared service, which is helpful to the construction of smart financial system.

Keywords

• Financial shared service platform
• perceived usefulness
• the new generation of information technology
• NGIT application maturity
• users’ satisfaction