EFFECT OF FINANCIAL TECHNOLOGY(FIN-TECH) ADOPTION ON CUSTOMER SATISFACTION OF GUARANTY TRUST BANK IN ABUJA
Abstract
This study examines the effect of financial technology (FinTech) adoption on customer satisfaction at Guaranty Trust Bank (GTBank) in Abuja. A survey was conducted among GTBank customers and staff, with a sample size of 382 respondents determined using Taro Yamane’s formula. The study achieved a response rate of 59.42%, with 227 completed responses, ensuring data reliability. Findings indicate that mobile banking services positively impact customer satisfaction (coefficient = 0.101, p = 0.020), while online banking services have a stronger effect (coefficient = 0.267, p = 0.000), emphasizing their role in enhancing customer experience. ATM services exhibit the highest impact on satisfaction (coefficient = 0.472, p = 0.000), confirming their crucial role. The study recommends that GTBank continue investing in user-friendly mobile banking applications, enhance online banking platform usability and security, and improve ATM service maintenance and accessibility to optimize customer satisfaction.
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