Article
Smart Banking Era: Evaluating the Impact of Fintech Innovations on Customer E-Banking Behavior
The rapid advancement of Financial Technology (FinTech) has significantly transformed the traditional banking system, giving rise to a more efficient and customer-centric “Smart Banking Era.” This study aims to evaluate the impact of FinTech innovations on customer e-banking behavior, with a focus on perception, satisfaction, usage patterns, and challenges faced by users. The research is based on a descriptive design and utilizes both primary and secondary data. Primary data were collected from 140 respondents through a structured questionnaire, while secondary data were gathered from journals, articles, and online sources. The study employs statistical tools such as percentage analysis, ANOVA, independent sample t-test, and Chi-square test to analyze the data and test the hypotheses. The findings reveal that FinTech services such as mobile banking, UPI, and digital payments have enhanced convenience, speed, and accessibility, leading to increased adoption of e-banking services. Most respondents show a positive perception and satisfaction towards FinTech innovations. However, issues such as technical difficulties, security concerns, and lack of awareness still persist. The results further indicate that demographic variables have varying levels of influence on customer behavior. Age and gender show significant relationships in certain aspects of perception and satisfaction, whereas occupation and monthly income do not significantly affect problems faced or the purpose of using FinTech services. The study concludes that while FinTech innovations have a strong positive impact on e-banking behavior, improving customer awareness, trust, and digital infrastructure is essential for enhancing overall adoption and satisfaction.