UNLEASHING THE IMPACT OF FINTECH ADOPTION BY COMMERCIAL BANKS: A DYADIC APPROACH THROUGH TECHNOLOGY DRIVEN INNOVATION THEORY

Abstract

The banking sector has been enduring a rapid evolution with the growth of fintech products. Fintech products (FTPs) are innovative methods that use technology to enhance financial services and provide customers with innovative products and services. There is hardly found any research in aspects of customers and employee perspective. Therefore, this research paper explores impacts of fintech products in financial and non-financial performance in banking industry in Bangladesh on aspects of customers and employee perspective. To conduct the research, Technology Driven Innovation (TDI) theory is employed. Technology Driven Innovation is essential for banking industry as it qualifies banks to develop customer experience, to be competitive and overcome emerging encounters and unveil new opportunity for expansion & growth. To investigate the research, primary data is employed as quantitative method. Smart PLS 4.0 is utilized to run the analysis. In findings, perceived usefulness and perceived difficulty of use of FTPs have significant relation with firm performance. Perceived usefulness of use of FTPs is highly related to customer satisfaction as well as Firm performance. Similarly, perceived difficulty of use of FTPs is related with service quality and work efficiency. KEYWORDS- Customer Satisfaction, Fintech, Fintech Product, Service quality and Work Efficiency.