| dc.description.abstract | This study investigated the effects of Fintech products on customer experience in the
banking sector in Kenya, focusing on Equity Bank's Fintech offerings. The specific
objectives include assessing the effects of product convenience, service cost, service
quality, and product feature multiplicity on customer experience as well as their
combined effect on customer experience. Guided by the Technology Acceptance
Model (TAM), Schumpeterian Innovation Theory, and Social Exchange Theory, the
study targeted Equity Bank customers utilizing various Fintech products such as
Equity Mobile banking, Equitel STK, USSD *247#, and Merchant services. A sample
size of 73 respondents was determined using the Yamane Formula, with stratified
sampling employed for data collection. Both primary and secondary data collection
methods were utilized, and descriptive statistics, and inferential analysis including
correlation and regression analysis were utilized to gain insights on the data. The
findings reveal a positive correlation between the independent variables (service cost
and product features) and the dependent variable (customer experience), while
product convenience and service quality were found to be insignificant. There was a
positive correlation between service cost and customer experience with (Beta = 0.847;
p < .000); and there was also a positive correlation between multiplicity of product
features and customer experience with (Beta = 0.798; p < .000). Recommendations
include the development and enforcement of comprehensive guidelines for Fintech
product offerings by banking regulatory authorities in Kenya. Additionally, the
findings emphasize the importance of offering convenient, high-quality Fintech
products to meet customer expectations and enhance competitiveness in the banking
industry's digital landscape. Understanding and optimizing these factors can enable
Equity Bank to deliver superior customer experiences and strengthen its market
position. | en_US |
