“A Study of Performance Analysis of Fintech Payment Company with Reference to Customer Experience”

Abstract

The increasing adoption of financial technology (FinTech) has transformed digital payment systems by providing customers with faster, more convenient, and secure financial services. This study examines the performance of FinTech payment companies with particular reference to customer experience. It explores the factors influencing customer adoption and satisfaction, including perceived usefulness, ease of use, awareness, security, and perceived risk. The study also identifies the challenges faced by users and the measures adopted to ensure safe digital transactions. The research is based on primary data collected from 162 respondents through a structured questionnaire using a five-point Likert scale. A convenience sampling technique was employed, and the data were analyzed using appropriate descriptive and inferential statistical methods.

The findings indicate that customer experience is significantly influenced by service quality, transaction efficiency, ease of access, and security. Although users generally report positive experiences with FinTech payment services, concerns regarding privacy, cybersecurity, and transaction failures continue to affect their confidence. The study provides useful insights for FinTech payment companies and policymakers to enhance service quality, strengthen customer trust, and promote the sustainable growth of digital payment systems.