Paper Contents
Abstract
The rise of financial technology (fintech) has revolutionized lending by offering seamless,tech-driven solutions for borrowers. This paper explores the critical factors influencingcustomer satisfaction and retention in fintech lending platforms. It emphasizes the role of advanced technologies such as artificial intelligence (Al) and machine learning in delivering personalized user experiences, transparency in loan processes, and efficient customersupport. The study examines retention strategies, including loyalty programs, proactivecommunication, and financial education, highlighting their impact on customer loyaltyChallenges such as regulatory hurdles, cybersecurity concerns, and customer diversity arediscussed to provide a balanced perspective. Through an analysis of industry best practicesand case studies, this research identifies actionable insights for fintech platforms toenhance customer satisfaction, foster long-term relationships, and remain competitive in a crowded market. This paper aims to contribute to the growing body of literature on fintech innovation and its implications for customer-centric approaches in financial services.
Copyright
Copyright © 2025 Pragati kharub. This is an open access article distributed under the Creative Commons Attribution License.
