Impact of Fintech Service Quality and Satisfaction on Customer’s Loyalty: A Pakistan Scenario

Abstract

This research report focuses on examining the impact of fintech service quality and customer satisfaction on the customer loyalty in the banks of Pakistan. For the collection of data, an online based questionnaire is developed. This questionnaire is based on five-point Likert-Scale, and survey is conducted by using social media platforms and email through which around 47 responses were collected. The collected data was analyzed by using SPSS techniques. According to results of regression and correlation, it was observed that Fintech service quality and customer satisfaction have a strong relation with customer loyalty. Recommendations and limitation are also discussed according to the analysis.