| dc.description.abstract | The purpose of this thesis is to explore how trust affects the future of financial
intermediation following the PSD2-regulation. To research this topic we draw on a
broad theoretical foundation involving research on financial intermediation, strategic
resources, technological shocks, cognitive perceptions and trust. The study has a mixed
methods design with three seperate forms of data collection. The first is semi-structured
interviews with industry experts on fintech and financial intermediation. The second is a
survey that tested how a group of brands scored in three different trust dimensions. The
third is an experiment with a questionnaire involving a fictitious fintech app which was
provided by three brands, which we selected through the previous survey based on their
trust levels. From this data, we analyze and study the importance of trust for financial
intermediation services and the transferability of trust between different domains. Through
our analysis and research we found three key insights on the topic. Firstly, we found that
integrity-based trust has the most impactful effect on behavioral intention towards use of
financial services. Secondly, we found that integrity-based trust and benevolence-based
trust is more transferable between domains than ability-based trust. Thirdly, we expect
that integrity-based trust will become less important in financial intermediation as the
domain and its services move further away from traditional financial intermediation
following technological change. Overall, our findings suggest that trust is integral for
financial intermediation and that it still provides incumbents a competitive edge. However,
regarding the future of financial intermediation we expect that technological change will
alter the relative importance of the trust dimensions. The reasons for this change will be
the drivers of disintermediation of finance and changes in consumers’ cognitive perception
in reaction to technological change. | en_US |
