AN EMPIRICAL RESEARCH ON FACTORS AFFECTING CUSTOMER SATISFACTION TOWARDS FINTECH PRODUCTS AND SERVICES IN SUNGAI PETANI, KEDAH
Keywords:
Security, Convenience, Service quality, Customer satisfactionAbstract
Since financial institutions have provided almost similar products and services, thus financial firms
have been highly competitive in the industry. The results of this competition are based on service
quality. Apart from that, the development of technology has caused Fintech products and services to be
introduced in Malaysia. This research aims to investigate customer experiences with Fintech products
and services. This study also identifies sources of customer satisfaction and dissatisfaction associated
with the several factors that impact the use of Fintech products and services in Sungai Petani, Kedah.
The main factors of this research are security, convenience, and service quality. Besides that, the result
of this study was derived from 200 respondents who are young adults aged between 20 and 39 in Sungai
Petani through the online questionnaire survey. Lastly, the study indicated that all of these three
independent variables: security, convenience, and service quality have affected customer satisfaction
with Fintech.
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