Influence of Fin-tech on Customer Satisfaction: Empirical Evidence from Allied Bank of Pakistan
Ikramuddin Junejo *
Department of Management Sciences, SZABIST Hyderabad Campus, Pakistan.
Asif Ali Shah
Department of Management Sciences, SZABIST Hyderabad Campus, Pakistan.
Asha Bachani
Department of Management Sciences, SZABIST Hyderabad Campus, Pakistan.
*Author to whom correspondence should be addressed.
Abstract
The purpose of this research is to examine the influence of financial technology on customer satisfaction in Allied bank of Pakistan. For this research the sample size of 183 respondents of Allied bank of Pakistan was selected using convenient sampling. The questionnaire was designed by 5 Likert-scale that was used to collect the data in order to examine the influence of financial technology on customer satisfaction. The models used were factor analysis, regression analysis, multiple regression analysis. The results of regression analysis showed that, there is a significant influence of safety reliability, Service Security and has positive and significant influence on customer satisfaction; whereas, Ease of Use and performance has positive and insignificant influence on customer satisfaction. Finally, it is recommended that, in the face of high-level competition in the banking industry and similarity of products offered by commercial banks establishing customer’s feedback system and evaluating its technology platform with current technological advancements for the better customer satisfaction.
Keywords: Customer satisfaction, fine-tech, reliability, service security.