Customer experience of fintech in Banking – A perceptive of millennials and Gen Z

Modern technological systems with a disruptive innovative component have recently changed firms’ operations, and those who adapt this will benefit from this change. This study investigates the Gen Z and Millennials customers experience and perception toward the usage of Fintech in banking. To accomplish the goals of the study, the author utilized a technique based on questionnaires. This study uses statistical hypotheses analysis and multiple regression analysis with random sampling as quantitative ways to analyze how banking technology is used. The impact of the study defines the level of usage of Fintech services by both the groups. Compared to Millennials, Gen Z prefer to use Fintech services, because they are well versed with the technology. To achieve more converge to more accurate statistical parameters of the population, the research will be expanded in the future by including more samples or responders and by using more dependable statistical methods, such as the partial least square approach.