FinTech Service Quality and Customer Satisfaction: The Mediating Role of Customer Trust and the Importance of Ethical Digital Finance in India

Abstract

The introduction of FinTech technology is having a major impact on the way people conduct their finance transactions. Nowadays, mobile banking, online payment systems, and online finance services have made transactions much faster. However, customer satisfaction with FinTech service doesn't only depend on the convenience offered but also on security, reliability, confidentiality, and trust in service providers. The present paper discusses the relationship between FinTech service quality and customer satisfaction where customer trust is assumed to be a mediating variable, while ethical aspects of FinTech are important in ensuring proper services.

The research paper is based on different theories of information systems, service quality, trust and stakeholders' responsibility and suggests a conceptual model that can be applied to the Indian digital financial space. The idea behind the concept of consumer trust may help in revealing why good attitudes towards FinTech services lead to satisfaction. Ethical aspects such as honest communication, responsible information sharing, and fair treatment of consumers, instituting consumer grievance process and fraud prevention may be important for building long-term relationships with consumers.

The paper does not have any primary data results nor does it claim to have empirical confirmation. At the same time, the authors suggest some theoretical solutions for a better understanding of the subject matter in the future along with some practical results for FinTech organizations, banks, and government authorities.