Author ORCID Identifier
Neetu Chhillar: 0000-0002-8880-311X
Swaranjeet Arora: 0000-0003-1051-7348
Rekha Gupta: 0000-0001-9809-7143
Subhendu Patnaik: 0000-0002-1761-7520
Abstract
Digital financial interfaces are central to how urban adults manage money, yet their emotional consequences remain understudied. Drawing on emotional design theory, trust-in-interface frameworks, the Technology Acceptance Model, and social stratification theory, this study examines how digitalized routine and strategic financial interactions are associated with interface-induced routine financial stress (IRFS) and interface-driven expected financial security (IEFS) among active fintech users spanning payments/banking, investment, digital-credit, and crypto-asset services. A cross-sectional survey of 800 working adults across eight Indian metropolitan cities was analysed using partial least squares structural equation modelling with multigroup comparison across the four fintech-service segments. Routine digital financial interactions were negatively associated with IRFS and positively associated with IEFS, while strategic interactions were positively associated only with IEFS. IRFS was positively and significantly associated with IEFS, consistent with a stress-coping and security-seeking response; multigroup analysis showed this mechanism held across all four segments, while the routine-interaction pathways to stress and security were segment-specific. Higher education and age were associated with elevated IRFS. A reverse-causality test indicated directional support for the proposed model over a reversed alternative, though causality cannot be confirmed from cross-sectional data. Findings offer targeted design implications for stress-sensitive, security-enhancing fintech interfaces among educated, urban Indian users.
Recommended Citation
Chhillar, N., Arora, S., Gupta, R., & Patnaik, S. (In press). From Financial Interfaces to User Well-being: Explaining Stress and Security Expectations in Fintech Use. Communications of the Association for Information Systems, 59, pp-pp. Retrieved from https://aisel.aisnet.org/cais/vol59/iss1/76
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