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Research Paper | Finance | India | Volume 12 Issue 12, December 2023 | Rating: 5.2 / 10
Determinants of Customer Perception of Digital Financial Services in Hubli Dharwad
Abstract: This study will explore the perspective of customers within the fintech industry. Fintech, or digital financial services, represents a dynamic and forward-looking sector that has leveraged advancements in information and communication technology (ICT). The term "customer experience" is multifaceted and subject to interpretation based on the context. The research has formulated a model where customers' assessments of stimuli provided by fintech firms shape the overall quality of their interactions with these entities. The hypothesis is examined using an Independent Sample t-test. The results indicate a robust correlation between customer experience in fintech and factors such as customer value, support, assurance, and speed. This research contributes insights for fintech organizations to integrate customer experience into their business models, elucidating the impact of these factors on customer experience outcomes in the fintech realm. Statistical software SPSS is employed for both data management and analysis.
Keywords: Fintech, Customer Experience, Ease of Use, Percieved Value, Assurance, Customer Support, SPSS
Edition: Volume 12 Issue 12, December 2023,
Pages: 228 - 231