The Impact of Telecom Operators' Fintech Quality on Customer Loyalty

Finance

The aim of this research is to investigate the relationship between Fintech Software-as-a-Service (SaaS) quality provided by telecommunication operators in Egypt and customer loyalty. A survey was conducted online, inviting customers from four major telecommunication companies to participate. The survey questionnaire consisted of items designed to measure Fintech SaaS quality and its impact on customer loyalty, utilizing established scales from previous studies. The collected data was analyzed using statistical techniques, including simple and multiple linear regression tests. The findings of the study support the hypothesis that Fintech service quality is a significant predictor of customer loyalty. This implies that the quality of Fintech SaaS offerings provided by telecommunication operators directly influences the loyalty of their customers. The research suggests that telecommunication operators should consider strategic initiatives to enhance the quality of their Fintech services, with the aim of sustaining or increasing customer loyalty. However, it is important to note that this research is limited to the telecommunication industry in Egypt and relies on self-reported data, which may affect the generalizability of the findings. Future studies could explore this relationship in other industries and employ longitudinal designs to provide more robust insights.

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