Customer Satisfaction Towards Fintech Banking Services

Abstract

The rapid integration of financial technology(fintech) into traditional banking has significantly reshaped the industry, driven by customer demand for enhanced convenience, speed, and accessibility. This study examines the level of customer satisfaction with fintech banking services and identifies key factors influencing satisfaction, such as reliability, service efficiency, security, terms and conditions, and customer concerns. This study adopted an analytical research design and used convenience sampling. The sample size included 87 respondents, and the required primary data were collected through a structured questionnaire. Percentage analysis and chi-square test tools were used. The findings revealed that customers were generally satisfied with fintech banking services. High levels of satisfaction were observed in terms of service efficiency, 24/7 support availability, ease of use and quick transaction processing. The study also indicates that there is no significant difference in customer satisfaction between public and private-sector banks. The study concludes that fintech banking services play an important role in improving customer satisfaction and enhancing the quality of banking service. The study concludes that fintech banking services significantly enhance customer satisfaction and improve the overall quality of banking service. The adoption of fintech solutions positively influences customer experience in public and private sector banks. Future research should use a larger and more diverse sample to improve the results. It can also be used to compare different fintech platforms to understand their effectiveness. Long-term studies can help identify changes in customer satisfaction over time. Further research should examine how advanced technologies and customer behaviour affect the adoption of fintech banking services.