Impact of fintech on customer service delivery. A case study of First Capital bank Bindura

Author

Teonashe Thelma Mangwende

Title

Impact of fintech on customer service delivery. A case study of First Capital bank Bindura

Abstract

The purpose of this study was to investigate the impact of financial technology on customer satisfaction for the purpose of enhancing services delivery from First Capital bank. The study sought to address the following objectives, to establish fintech services that are used at First Capital Bank, to determine the impact of fintech services on customer satisfaction at First Capital Bank. To examine the effects of fintech on customer service delivery, to determine the benefits of financial technology on customer service delivery and to identify the challenges associated with fintech in customer service delivery at First Capital Bank. The case study approach was used. A population and sample size of 120 respondents was used for the study. Findings showed that First Capital bank has adapted to the modern way of banking and that using fintech has benefits to both the bank and the customers. The conclusion was that the bank is affected by technological innovation and that its customers are not fully aware of the services and products that are offered by fintech. The study recommended that modern technology and awareness campaigns must be considered. This research also recommends that further study be carried out on the impact of fintech in rural areas. So as to account for the unbanked population as well as to know the number of people who have already adopted it and if they are being satisfied by its services. Also, a study on the safety of using fintech in Zimbabwe.

Date

2022

Publisher

BUSE

Keywords

customer

service

delivery

Supervisor

N/A