|
Title:
|
FACTORS INFLUENCING CUSTOMER SATISFACTION WITH FINTECH PAYMENT PLATFORMS IN SAVINGS AND LOANS COMPANIES IN GHANA |
|
Author(s):
|
Ofori Yaw Owusu and Dadson Awunyo-Vitor |
|
ISBN:
|
978-989-8704-73-3 |
|
Editors:
|
Adriana Backx Noronha Viana and Pedro Isaías |
|
Year:
|
2025 |
|
Edition:
|
Single |
|
Keywords:
|
Fintech Payment Platforms, Savings and Loans Companies, Customer Satisfaction, Security & Reliability, Integration & Compatibility, Usage Cost, Expectation |
|
Type:
|
Regular Paper |
|
First Page:
|
56 |
|
Last Page:
|
63 |
|
Language:
|
English |
|
Cover:
|
|
|
Full Contents:
|
if you are a member please login 
|
|
Paper Abstract:
|
This study examines the factors influencing customer satisfaction with FinTech payment platforms in Ghana's Savings and Loans Companies, using the Expectation-Confirmation Model (ECM) as the theoretical framework. The study focused on three key constructssecurity & reliability, integration & compatibility, and usage costto determine their influence on customer satisfaction. Data was collected from 402 customers of various Savings and Loans Companies through a structured questionnaire. The data were analysed using Pearson's correlation and multiple regression. The findings revealed that security and reliability, as well as integration and compatibility, had a significant and positive influence on customer satisfaction. However, usage cost was found to have a negative but statistically insignificant effect. The study recommends that Savings and Loans companies and FinTech providers prioritise system security, improve platform compatibility, and focus on enhancing service value rather than competing solely on pricing. |
|
|
|
|
|
|
