Fintech and Banking: An Evidence from Pakistan

Abstract

The study focuses on understanding fintech in Pakistan's banking sector. To achieve the research aims, the study examines fintech development patterns in Pakistan's banking industry, to increase the quality of fintech services at banks, also examined aspects influencing customer satisfaction of fintech users. To do this, the study conducted a survey through questionnaires from 250 users residing in Pakistan's main cities and the researchers evaluated the research model using testing tools through SPSS software. According to the findings of the study, fintech services are important to the banking sector in Pakistan. Furthermore, by identifying the characteristics that determines customers' satisfaction of fintech users, the variables IT platform, risk when using the services, perceived ease of use, social influence and trust all have a positive and significant impact on consumer satisfaction of fintech users, so this study achieved success. The findings of this study provides banks with a ground for improving the quality of fintech services and importance of the users, also useful for the policymakers and scholars as well to explore the work area further.