Fintech and Loyalty: Meeting Expectations in Bangalore

Dinesh S; R. Saminathan

doi:10.21844/mijia.21.2.5

Dinesh S Assistant Professor of Commerce, St. Francis College, Koramangala, Bangalore, Karnataka
R. Saminathan R. Saminathan, Associate Professor of Commerce, Centre for Distance & Online Education, Bharathidasan University, Trichy, Tamil Nadu,

DOI: https://doi.org/10.21844/mijia.21.2.5

Keywords: Fintech, Customer Satisfaction, Customer Loyalty, Bangalore, Regression Analysis.

Abstract

This increased pace of fintech in Bangalore has revolutionised the financial sector, and customer satisfaction and retention have become
the core ingredients to success. This paper reviews the customer experiences in service quality, ease of use, security, personalisation, and
trust. The satisfaction level affects loyalty to a great degree, which in this case contributed to the regression models used in the study of
450 fintech users. In addition, satisfaction, personalisation and trust an excellent indicator of loyalty. The results shown indicate the
mediating quality of satisfaction and the relevance of matching services to the expectations of the customers. In the case of fintech
providers, user-friendly technology, security, and personalised services are of primary importance to achieving long-term customer
loyalty and leading to the possibility of maintaining growth in competitive cities. The study can enrich the body of knowledge on fintech
as it presents some practical strategies to continue building customer relations and boosting loyalty.