The Effect of Financial Technology (Fintech) Adoption on Customer Service Delivery: A Study of OPay Digital Services, Nigeria
Abstract
This study examines the effect of financial technology (fintech) adoption on customer service delivery, with a specific focus on OPay Digital Services in Nigeria. The rapid growth of digital financial platforms has significantly transformed how customers access and experience financial services, shifting expectations towards faster, more reliable, and user-friendly interactions. As one of the leading fintech platforms in Nigeria, OPay provides a relevant context for examining how the adoption of innovative technologies influences service quality. The study adopts a quantitative research design, using primary data collected through structured questionnaires administered to active OPay users. Fintech adoption is examined across key dimensions, including mobile application usability, transaction processing speed, system reliability, and the availability of digital features. Customer service delivery is assessed using indicators including responsiveness, service efficiency, accessibility, and overall customer satisfaction. Data analysis is conducted using regression techniques to determine the nature and strength of the relationship between fintech adoption and service delivery outcomes. The findings are expected to reveal that fintech adoption has a significant positive effect on customer service delivery within OPay Digital Services. Specifically, improvements in platform usability, transaction speed, and system reliability are anticipated to enhance customer satisfaction and the overall service experience. The study also highlights the importance of continuous technological innovation and user-centered design in maintaining high service standards in a competitive digital financial environment. This research contributes to the growing discourse on fintech and service delivery in emerging economies by providing empirical evidence from Nigeria. It offers practical insights for fintech providers on how to optimize digital platforms to meet evolving customer expectations and sustain competitive advantage in the financial services sector.