IMPACT OF FINTECH SERVICES HAVE ON CUSTOMER EXPERIENCE AND REVISIONING BUSINESS MODELS: FROM A GLOBAL APPROACH

Abstract

The advancement of financial technology has utterly integrated afresh into the market’s customers serve the world over forcing customers to fully rethink their interaction with banking and non-banking financial services. This paper analyzes the impact of FinTech services on customer experiences in different markets. Observations were made using a mixed approach, which included a country/state-level quantitative survey of collected preliminary data, a review of existing literature, and expert consultations. This investigation focuses the predominant determinants of customer satisfaction and loyalty within FinTech via findings. The main outcomes suggest that positive customer experiences are driven primarily by ease of access, personalization, rapid response, security, and trust. The contribution made by this paper is within the domain of FinTech and innovation in services by formulating an evaluative model for customer experience in the context of FinTech to augment existing literature.