{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,31]],"date-time":"2026-07-31T00:27:01Z","timestamp":1785457621125,"version":"3.56.0"},"reference-count":54,"publisher":"Emerald","issue":"8","license":[{"start":{"date-parts":[[2019,9,9]],"date-time":"2019-09-09T00:00:00Z","timestamp":1567987200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IMDS"],"published-print":{"date-parts":[[2019,9,9]]},"abstract":"\nPurpose<\/jats:title>\nThe purpose of this paper is to investigate the effects of trust in service and structural assurance on the continuance intention of FinTech services, and the roles of technical factors (i.e. situational normality and system quality) and social factors (i.e. herding and subjective norm) in developing trust in service and structural assurance. YuEbao is selected as the subject as it is a representative example of FinTech services in China.<\/jats:p>\n<\/jats:sec>\n\nDesign\/methodology\/approach<\/jats:title>\nA survey questionnaire was deployed and a ten-point sliding scale with two-decimal points was applied to improve the accuracy of the questionnaire. Partial least squares structural equation modeling was used to analyze the data.<\/jats:p>\n<\/jats:sec>\n\nFindings<\/jats:title>\nTrust in service and structural assurance can encourage continuance intention of FinTech service. System quality, situational normality and subjective norm can boost the development of trust in service. Both herding and subjective norm can affect structural assurance significantly.<\/jats:p>\n<\/jats:sec>\n\nResearch limitations\/implications<\/jats:title>\nThe study highlights the important roles played by technical factors (i.e. situational normality and system quality) and social factors (i.e. herding and subjective norm) in developing the two levels of trust (i.e. trust in service and structural assurance). It also validates the influences of trust in service and structural assurance on encouraging customers\u2019 continuance intention in the novel context of FinTech.<\/jats:p>\n<\/jats:sec>\n\nPractical implications<\/jats:title>\nThe findings of this study can be used by practitioners to encourage customers to continue using their FinTech services. To encourage continuance, service providers can improve the quality of their system, design the system to be aligned with customers\u2019 using habits and show customers that their close friends are also using the service.<\/jats:p>\n<\/jats:sec>\n\nOriginality\/value<\/jats:title>\nThis study adds to the existing body of trust literature by investigating the direct effects of trust in service and structure assurance on continuance intention and how these two levels of trust are developed from technical and social aspects. It generates interesting insights into customers\u2019 continuance behavior of FinTech services.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/imds-01-2019-0011","type":"journal-article","created":{"date-parts":[[2019,9,11]],"date-time":"2019-09-11T06:20:01Z","timestamp":1568182801000},"page":"1625-1637","source":"Crossref","is-referenced-by-count":100,"title":["What determines customers\u2019 continuance intention of FinTech? 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