A STUDY ON THE IMPACT OF FINTECH ON CUSTOMER EXPERIENCE
Mansi Singh, Dr Sowmya Kethi Reddi
1 Mansi Singh, MBA, School of Management Studies, Chaitanya Bharathi Institute of Technology, Hyderabad, India
2 Dr Sowmya Kethi Reddi, Assistant Professor, School of Management Studies, Chaitanya Bharathi Institute of Technology, Hyderabad, India
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Abstract - As FinTech continues to redefine the landscape of financial services, offering innovative solutions that promise greater convenience, efficiency, and accessibility, understanding its adoption and usage patterns becomes increasingly vital. This study investigates how demographic factors, user satisfaction, trust, and the intention to use FinTech platforms intertwine among residents of Hyderabad and Secunderabad from March to May 2024. Through an analysis of demographic characteristics such as age, gender, income, education, and occupation, the study uncovers their influence on FinTech adoption and usage. Findings reveal that while age, education, and gender do not significantly impact FinTech adoption, employment status and income levels emerge as critical determinants, with employed individuals and those in lower-income brackets showing higher adoption rates. Moreover, the study underscores the pivotal role of user satisfaction and trust in driving continued engagement with FinTech services. Positive user experiences are found to be instrumental in building trust, which strongly influences the intention to use FinTech platforms. However, user satisfaction alone does not significantly impact usage intentions without the presence of trust. These insights underscore the importance of transparent and secure service offerings to cater to diverse consumer needs and foster widespread adoption, ensuring the sustained success of FinTech initiatives.
Key Words: FinTech adoption, demographic factors, user satisfaction, trust, income levels, employment status
