Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy
In the age of technology, factors that contribute to customer satisfaction comprise data security, practicality, accessibility, and personalization. Hence, this study examined a detailed investigation into the relationship between Industry 4.0 advancements from Moniepoint Financial Technology and c...
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| Format: | Article |
| Language: | English |
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Universidad Francisco de Paula Santander Ocaña
2025-01-01
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| Series: | Revista Científica Profundidad Construyendo Futuro |
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| Online Access: | https://revistas.ufps.edu.co/index.php/profundidad/article/view/4775 |
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| author | Falilat Ajoke Abdul Oluwayomi Olota Ebenezer Balogun Opeyemi Babawale |
| author_facet | Falilat Ajoke Abdul Oluwayomi Olota Ebenezer Balogun Opeyemi Babawale |
| author_sort | Falilat Ajoke Abdul |
| collection | DOAJ |
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In the age of technology, factors that contribute to customer satisfaction comprise data security, practicality, accessibility, and personalization. Hence, this study examined a detailed investigation into the relationship between Industry 4.0 advancements from Moniepoint Financial Technology and customer satisfaction. Specifically, the study examined; the impact of Digital Banking Platforms on Customers Convenience; the influence of artificial intelligence on customer personalization; the effect of automation on customer efficiency in Moniepoint Financial Technology. Descriptive design was adopted to survey 397 student customers of Moniepoint Financial Technology make up the population of the study. Structured questionnaire was used to gather data while SEM-PLS through SmartPLS 3.2.9 was used to analyze data. Findings revealed that digital banking, automation, and artificial intelligence are significant predictors of customer convenience, customer personalization and customer efficiency as factors of customer satisfaction respectively with r square value of 93.8%, 94.8%, and 88.2% respectively. The study concluded that industry 4.0 is statistically and positively significant to customer satisfaction in emerging economy fintech industry. It therefore recommended that investments in cutting-edge digital banking systems, such as chatbots, mobile banking applications, and virtual cards, should be given top priority by Moniepoint management since they greatly improve client convenience.
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| format | Article |
| id | doaj-art-443b0eee38bd4cc4b7e1f8df3a3c7009 |
| institution | OA Journals |
| issn | 2422-2518 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | Universidad Francisco de Paula Santander Ocaña |
| record_format | Article |
| series | Revista Científica Profundidad Construyendo Futuro |
| spelling | doaj-art-443b0eee38bd4cc4b7e1f8df3a3c70092025-08-20T02:35:50ZengUniversidad Francisco de Paula Santander OcañaRevista Científica Profundidad Construyendo Futuro2422-25182025-01-01222210.22463/24221783.4775Industry 4.0 and customers satisfaction; evidence from fintech in emerging economyFalilat Ajoke Abdul0Oluwayomi Olota1Ebenezer Balogun2Opeyemi Babawale3University of IlorinDepartment of Business Administration, Faculty of Management Sciences, University of IlorinDepartment of Business Administration, Faculty of Management Sciences, University of IlorinDepartment of Business Administration, Faculty of Management Sciences, University of Ilorin In the age of technology, factors that contribute to customer satisfaction comprise data security, practicality, accessibility, and personalization. Hence, this study examined a detailed investigation into the relationship between Industry 4.0 advancements from Moniepoint Financial Technology and customer satisfaction. Specifically, the study examined; the impact of Digital Banking Platforms on Customers Convenience; the influence of artificial intelligence on customer personalization; the effect of automation on customer efficiency in Moniepoint Financial Technology. Descriptive design was adopted to survey 397 student customers of Moniepoint Financial Technology make up the population of the study. Structured questionnaire was used to gather data while SEM-PLS through SmartPLS 3.2.9 was used to analyze data. Findings revealed that digital banking, automation, and artificial intelligence are significant predictors of customer convenience, customer personalization and customer efficiency as factors of customer satisfaction respectively with r square value of 93.8%, 94.8%, and 88.2% respectively. The study concluded that industry 4.0 is statistically and positively significant to customer satisfaction in emerging economy fintech industry. It therefore recommended that investments in cutting-edge digital banking systems, such as chatbots, mobile banking applications, and virtual cards, should be given top priority by Moniepoint management since they greatly improve client convenience. https://revistas.ufps.edu.co/index.php/profundidad/article/view/4775AutomationCustomer ConvenienceCustomer SatisfactionEmerging EconomyIndustry 4.0 |
| spellingShingle | Falilat Ajoke Abdul Oluwayomi Olota Ebenezer Balogun Opeyemi Babawale Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy Revista Científica Profundidad Construyendo Futuro Automation Customer Convenience Customer Satisfaction Emerging Economy Industry 4.0 |
| title | Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy |
| title_full | Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy |
| title_fullStr | Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy |
| title_full_unstemmed | Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy |
| title_short | Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy |
| title_sort | industry 4 0 and customers satisfaction evidence from fintech in emerging economy |
| topic | Automation Customer Convenience Customer Satisfaction Emerging Economy Industry 4.0 |
| url | https://revistas.ufps.edu.co/index.php/profundidad/article/view/4775 |
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