A study on Customer Intentions and Loyalty: Adopting Fintech payment services in Delhi NCR

Abstract

The rapid evolution of financial technology (Fintech) has revolutionized payment systems, offering consumers convenience, speed, and innovative solutions. This study examines customer intentions and loyalty toward adopting Fintech payment services in the Delhi-National Capital Region (Delhi NCR). Drawing on the Technology Acceptance Model (TAM) and related frameworks, the research identifies key factors influencing adoption, including perceived ease of use, perceived usefulness, trust, and security concerns.A survey of 500 users of Fintech payment services in Delhi NCR provides insights into their behavioral intentions and continued usage patterns. The findings reveal that trust and perceived security significantly impact customer loyalty, while user experience and convenience drive initial adoption. Furthermore, demographic variables such as age, income, and digital literacy influence adoption rates and loyalty levels.The study highlights the critical role of customer satisfaction in fostering long-term loyalty and suggests strategies for Fintech companies to enhance user retention, such as improving user interfaces, offering incentives, and addressing security concerns. These insights are valuable for stakeholders aiming to strengthen the Fintech ecosystem in one of India’s most dynamic markets.