THE IMPACT OF FINTECH COMPANIES ON CUSTOMER SATISFACTION: A CASE STUDY OF OPAY IN BAUCHI METROPOLIS

ABSTRACT This study examined the impact of FinTech companies on customer satisfaction, using OPay as a case study in Bauchi Metropolis. The study was conducted to determine how financial technology has influenced customers’ satisfaction with digital financial services. Specifically, the study aimed to identify the services provided by OPay, assess the level of customer satisfaction, determine factors influencing satisfaction, and examine the challenges faced by users. The study adopted a survey research design, where structured questionnaires were administered to OPay users within Bauchi Metropolis. A total of 147 questionnaires were distributed, out of which 141 were valid for analysis. Data collected were analyzed using frequency tables, simple percentages, and chi-square (χ²) statistical tools. The findings revealed that FinTech innovations, particularly OPay, have significantly improved customer satisfaction through convenience, accessibility, and transaction speed. However, issues such as network instability, poor customer support, and transaction delays still pose major challenges. The study concludes that FinTech services have a positive and significant impact on customer satisfaction in Bauchi Metropolis. It therefore recommends that OPay and similar FinTech firms should strengthen their security systems, improve network infrastructure, expand agent networks, and enhance customer support to ensure sustainable user satisfaction and trust in digital financial services. Keywords: FinTech, Customer Satisfaction, OPay, Digital Banking, Bauchi Metropolis.