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The impact of FinTech services on customer satisfaction and customer loyalty in the banking industry in The Netherlands.

Bekker, F.E. (2024) The impact of FinTech services on customer satisfaction and customer loyalty in the banking industry in The Netherlands.

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Abstract:This research focuses on the impact of FinTech services on Customer Satisfaction and Customer Loyalty within the Dutch banking sector. The aim was to understand the extent to which FinTech services contribute to bank Customer Satisfaction and loyalty and what role demographic factors play in this relationship. A quantitative study was conducted among students at the University of Twente. Data were collected through an online survey, which asked questions about the use of FinTech services, satisfaction with these services and loyalty towards their bank. Data were analyzed using regression analysis, with demographic variables such as gender, age, education, and income included as control variables to ensure the robustness of the findings. The results of the regression analyses showed that the adoption of FinTech services has no significant impact on customer satisfaction and customer loyalty. This remains true even after adjusting for demographic factors. Demographic factors such as age, gender, education, and income were found to play no significant moderating role in the relationship between FinTech adoption and customer satisfaction or loyalty. This indicates that, regardless of demographic differences, the adoption of FinTech services did not lead to changes in customer satisfaction or loyalty.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:https://purl.utwente.nl/essays/102820
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