AN EMPIRICAL RESEARCH ON FACTORS AFFECTING CUSTOMER SATISFACTION TOWARDS FINTECH PRODUCTS AND SERVICES IN SUNGAI PETANI, KEDAH
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...
| Main Authors: | , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Universiti Teknologi MARA, Negeri Sembilan
2022-10-01
|
| Series: | Journal of Academia |
| Subjects: | |
| Online Access: | https://myjms.mohe.gov.my/index.php/joa/article/view/18155 |
| _version_ | 1797202341469880320 |
|---|---|
| author | Jaya Kumar Shanmugam Barathy Doraisamy Santhi Appannan Parteeban M Varatharajoo Woo Hooi Kuan |
| author_facet | Jaya Kumar Shanmugam Barathy Doraisamy Santhi Appannan Parteeban M Varatharajoo Woo Hooi Kuan |
| author_sort | Jaya Kumar Shanmugam |
| collection | DOAJ |
| description | 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 the 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. |
| first_indexed | 2024-04-13T11:04:43Z |
| format | Article |
| id | doaj.art-9cc3ac111cb5425a8704e7c5126bfe06 |
| institution | Directory Open Access Journal |
| issn | 2289-6368 |
| language | English |
| last_indexed | 2024-04-24T08:01:54Z |
| publishDate | 2022-10-01 |
| publisher | Universiti Teknologi MARA, Negeri Sembilan |
| record_format | Article |
| series | Journal of Academia |
| spelling | doaj.art-9cc3ac111cb5425a8704e7c5126bfe062024-04-17T16:36:02ZengUniversiti Teknologi MARA, Negeri SembilanJournal of Academia2289-63682022-10-01102122135AN EMPIRICAL RESEARCH ON FACTORS AFFECTING CUSTOMER SATISFACTION TOWARDS FINTECH PRODUCTS AND SERVICES IN SUNGAI PETANI, KEDAHJaya Kumar Shanmugam0Barathy Doraisamy1Santhi Appannan2Parteeban M Varatharajoo3Woo Hooi Kuan4Faculty of Business and Management AIMST University 08100, Semeling, KedahFaculty of Business and Management AIMST University 08100, Semeling, KedahFaculty of Business and Management AIMST University 08100, Semeling, KedahFaculty of Business and Management AIMST University 08100, Semeling, KedahFaculty of Business and Management AIMST University 08100, Semeling, KedahSince 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 the 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.https://myjms.mohe.gov.my/index.php/joa/article/view/18155securityconvenienceservice qualitycustomer satisfaction |
| spellingShingle | Jaya Kumar Shanmugam Barathy Doraisamy Santhi Appannan Parteeban M Varatharajoo Woo Hooi Kuan AN EMPIRICAL RESEARCH ON FACTORS AFFECTING CUSTOMER SATISFACTION TOWARDS FINTECH PRODUCTS AND SERVICES IN SUNGAI PETANI, KEDAH Journal of Academia security convenience service quality customer satisfaction |
| title | AN EMPIRICAL RESEARCH ON FACTORS AFFECTING CUSTOMER SATISFACTION TOWARDS FINTECH PRODUCTS AND SERVICES IN SUNGAI PETANI, KEDAH |
| title_full | AN EMPIRICAL RESEARCH ON FACTORS AFFECTING CUSTOMER SATISFACTION TOWARDS FINTECH PRODUCTS AND SERVICES IN SUNGAI PETANI, KEDAH |
| title_fullStr | AN EMPIRICAL RESEARCH ON FACTORS AFFECTING CUSTOMER SATISFACTION TOWARDS FINTECH PRODUCTS AND SERVICES IN SUNGAI PETANI, KEDAH |
| title_full_unstemmed | AN EMPIRICAL RESEARCH ON FACTORS AFFECTING CUSTOMER SATISFACTION TOWARDS FINTECH PRODUCTS AND SERVICES IN SUNGAI PETANI, KEDAH |
| title_short | AN EMPIRICAL RESEARCH ON FACTORS AFFECTING CUSTOMER SATISFACTION TOWARDS FINTECH PRODUCTS AND SERVICES IN SUNGAI PETANI, KEDAH |
| title_sort | empirical research on factors affecting customer satisfaction towards fintech products and services in sungai petani kedah |
| topic | security convenience service quality customer satisfaction |
| url | https://myjms.mohe.gov.my/index.php/joa/article/view/18155 |
| work_keys_str_mv | AT jayakumarshanmugam anempiricalresearchonfactorsaffectingcustomersatisfactiontowardsfintechproductsandservicesinsungaipetanikedah AT barathydoraisamy anempiricalresearchonfactorsaffectingcustomersatisfactiontowardsfintechproductsandservicesinsungaipetanikedah AT santhiappannan anempiricalresearchonfactorsaffectingcustomersatisfactiontowardsfintechproductsandservicesinsungaipetanikedah AT parteebanmvaratharajoo anempiricalresearchonfactorsaffectingcustomersatisfactiontowardsfintechproductsandservicesinsungaipetanikedah AT woohooikuan anempiricalresearchonfactorsaffectingcustomersatisfactiontowardsfintechproductsandservicesinsungaipetanikedah AT jayakumarshanmugam empiricalresearchonfactorsaffectingcustomersatisfactiontowardsfintechproductsandservicesinsungaipetanikedah AT barathydoraisamy empiricalresearchonfactorsaffectingcustomersatisfactiontowardsfintechproductsandservicesinsungaipetanikedah AT santhiappannan empiricalresearchonfactorsaffectingcustomersatisfactiontowardsfintechproductsandservicesinsungaipetanikedah AT parteebanmvaratharajoo empiricalresearchonfactorsaffectingcustomersatisfactiontowardsfintechproductsandservicesinsungaipetanikedah AT woohooikuan empiricalresearchonfactorsaffectingcustomersatisfactiontowardsfintechproductsandservicesinsungaipetanikedah |