Blockchain-enabled banking services and customers’ perceived financial well-being: a structural nexus

Abstract

Grounded in Transformative Service Research (TSR), this study aims to examine the mechanism by which blockchain-enabled banking determines customers perceived financial well-being (FW). We conclude that blockchain features augment information transparency, which in turn determines customers perceived financial well-being. Data was collected through a survey filled by 283 individuals having bank accounts. The contextual setting of the study was provided by commercial banks operating in Pakistan. The primary data was analyzed through PLS-SEM to explore the direct and indirect relationships among blockchain features (efficiency, security, and regulatory compliance), perceived information transparency, and perceived financial well-being. The evidence points to the fact that: (1) Blockchain features are significant in determining customers’ financial well-being; (2) Information transparency mediates the relationship between these features and customers perceived financial well-being; hence, that (3) Bank managers who embrace the challenging task of improving the perceived financial well-being of their customers, should adopt blockchain technology to enhance information transparency, and accordingly to augment the customers’ financial well-being.