Factors Influecing That Lead to Customer's Satisfaction on Using Financial Technology, a Bangladesh Case Study

Abstract

This study aims to identify the elements that are most important to consumer satisfaction when utilizing financial technology (Fintech) in Bangladesh. Fintech refers to the e-commerce area in Bangladesh. Perceived usefulness, confirmation, satisfaction, continuance intention, and perceived risk are the five elements taken into consideration in this research. The society will be impacted by this research work. Bkash, Rocket, Nagad and Upay are the top-used financial services in Bangladesh. There is no previous research on these in Bangladesh. So, I have researched these services to find out about customer satisfaction. 320 Bangladeshis completed online and paper questionnaires and there was a 100% response rate. The ratio between males and females were 211: 109. After completing this research study, We can identify customer satisfaction by using those services. If anyone want to do work with Fintech, then they will get the idea about it. And also If anyone want to research on users satisfaction, then this research paper will give them a knowledge of the most significant influence factors. This study achieved it’s goal and limitations will help in future. Keywords- Perceived usefulness, confirmation, satisfaction, continuance intention, perceived risk, Fintech.