Lean Six Sigma DMAIC framework in consumer finance: linking payment flexibility to financial literacy and payment trust
Enkeleda LulajPurpose
This study aims to operationalise the Lean Six Sigma (LSS) DMAIC framework as the overarching methodological logic for examining the relationships among payment trust (PT), financial literacy (FL) and payment flexibility (PF). Specifically, it investigates the direct relationships among these constructs and the mediating role of FL while demonstrating how empirical behavioural evidence generated through covariance-based structural equation modelling (CB-SEM) can inform the sequential stages of the DMAIC improvement process.
Design/methodology/approach
This study draws on cross-country survey data collected from 1,320 consumers during 2024–2025. A CB-SEM approach, supported by confirmatory factor analysis and bootstrap mediation analysis, is used to estimate the hypothesised relationships. Consistent with the LSS DMAIC framework, the empirical investigation is structured sequentially through problem definition, measurement validation, structural relationship analysis, improvement prioritisation and performance monitoring.
Findings
The findings indicate that PT positively influences FL, while both PT and FL positively influence PF. Furthermore, FL partially mediates the relationship between PT and PF, indicating that trusted payment environments improve PF primarily through strengthening consumers’ financial capability. The empirical findings further demonstrate how the validated behavioural relationships can support the Define, Measure, Analyse, Improve and Control phases of the LSS DMAIC framework by identifying critical process conditions, validating performance measures, prioritising improvement opportunities and establishing measurable indicators for continuous monitoring.
Originality/value
This study extends the application of LSS DMAIC into consumer finance by demonstrating how its process-improvement logic can be operationalised within a behavioural CB-SEM framework rather than being treated solely as a managerial philosophy. By integrating behavioural consumer finance constructs with LSS process logic, the study contributes to both literature streams and illustrates how empirical behavioural evidence can support evidence-based process improvement in digital payment systems and consumer financial services.