IMPACT OF FINTECH SERVICES ON CUSTOMER SATISFACTION: A STUDY IN HYDERABAD

Abstract

The current research study explores the influence of FinTech services on satisfaction among bank customers in Hyderabad, a city known for its burgeoning technology sector and diverse financial services market. Given the challenges posed by globalization, digitization, and changing consumer expectations, understanding FinTech's impact on customer satisfaction is essential. The study aims to investigate how FinTech assists bank customers, assess their perceptions of financial technology, and identify factors influencing client satisfaction. Using a sample of 100 respondents, primary data was gathered through a structured questionnaire. Descriptive statistics, Chi-square tests, and ANOVA were employed to test the hypotheses. The research aims to uncover significant associations between FinTech services and customer satisfaction, as well as differences in satisfaction elements across age groups. Despite limitations such as a restricted timeframe and focus on UPI banking services, the study offers valuable insights for banks and FinTech companies. Survey data on Fintech usage highlights a young, educated, smartphone-savvy population prioritizing innovation, customer support, and convenience. Providers should focus on continuous innovation, responsive support, robust security, and promoting digital banking advantages to enhance satisfaction and foster loyalty.