2023, Vol. 6, Issue 2

Technology, particularly financial technology (FinTech), has been rapidly gaining ground, with a significant surge in its influence during the COVID-19 pandemic on a global scale. Over the past few years, the FinTech sector has experienced substantial growth. While numerous studies have delved into FinTech, primary research has scarce focused on customer adoption, sustainability, and propensity towards using FinTech.

This paper addresses the insights gleaned from customers regarding their adoption, sustainability considerations, inclinations, and attitudes toward the FinTech industry. The research draws support from well-structured questionnaires administered to a diverse spectrum of FinTech products and services retail customers, in addition to a comprehensive review of pertinent literature. We've endeavored to bridge notable research gaps, providing a groundwork for future studies. This research holds relevance for regulators, policymakers, banks, FinTech startups, other financial institutions, and individual customers alike, as it has the potential to impact them.

According to our findings, FinTech is poised to significantly impact sectors such as payments and investment management. Factors like ease of use, affordability, accessibility, and enhanced customer experience play a substantial role in this phenomenon. Customers are not only inclined to use FinTech in the upcoming five years but also express a prevailing belief that it contributes to achieving sustainable development goals."