CUSTOMER EXPERIENCE IN FINTECH: A STUDY FROM SRI LANKAN COMMERCIAL BANKS

Abstract

The paper’s primary aim is to analyze how customer experience can influence Fintech of banking sectors. Fintech is an innovative and dynamic environment which gathers the benefits from the latest developments in information technology. The customers are the king of every business, and their experience with Fintech is a multi-dimensional concept. So to validate the study stimulus organism- response (S-O-R) model or approach can support fulfilling the objectives of customer experience in Fintech. Moreover, the present study follows the quantitative approach to gathering 500 respondents using a Google Form. Through Exploratory factor analysis, the researcher has tested hypotheses and validated the proposed model. The final results mentioned that customer perceived value, customer support from the banks, assurance from banks, speed of their functions, and perceived firm advance innovativeness are positively associated with customer experience in Fintech. The paper also contributes to identifying the significant determinants of the customer experience in Fintech. Finally, the study would facilitate the management of the companies, especially commercial banks, because, through our research, firms can integrate and put more customer experience into their business models.