Disrupting FinTech

Abstract

In the evolving technology landscape, chatbots have become integral, especially in fintech. This study delves into chatbot interactions within fintech, investigating their impact on user engagement, satisfaction, and loyalty. The study's framework examines challenges during interactions, user trust, problem-solving efficacy, reliability perception, and interaction preference. Four hypotheses are formulated: challenges negatively affect satisfaction, trust encourages sharing sensitive information, effective problem-solving enhances satisfaction, and reliability perception influences interaction preference. These hypotheses align with research objectives to address fintech's gaps. Anticipated results can contribute to academia and industry, yielding insights into chatbot dynamics and their effects on customer experiences. Ultimately, this research aims to enrich fintech's landscape, guiding optimal chatbot integration.