Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy
In the age of technology, factors that contribute to customer satisfaction comprise data security, practicality, accessibility, and personalization. Hence, this study examined a detailed investigation into the relationship between Industry 4.0 advancements from Moniepoint Financial Technology and cu...
Saved in:
| Main Authors: | , , , |
|---|---|
| Format: | Online |
| Language: | English Spanish |
| Published: |
Universidad Francisco de Paula Santander
2025
|
| Subjects: | |
| Online Access: | https://revistas.ufps.edu.co/index.php/profundidad/article/view/4775 |
| Tags: |
No Tags, Be the first to tag this record!
|
| _version_ | 1868458541061242880 |
|---|---|
| author | Abdul, Falilat Ajoke Olota, Oluwayomi Balogun, Ebenezer Babawale, Opeyemi |
| author_browse | Abdul, Falilat Ajoke Babawale, Opeyemi Balogun, Ebenezer Olota, Oluwayomi |
| author_facet | Abdul, Falilat Ajoke Olota, Oluwayomi Balogun, Ebenezer Babawale, Opeyemi |
| author_sort | Abdul, Falilat Ajoke |
| collection | DSPACE IDEP |
| description | In the age of technology, factors that contribute to customer satisfaction comprise data security, practicality, accessibility, and personalization. Hence, this study examined a detailed investigation into the relationship between Industry 4.0 advancements from Moniepoint Financial Technology and customer satisfaction. Specifically, the study examined; the impact of Digital Banking Platforms on Customers Convenience; the influence of artificial intelligence on customer personalization; the effect of automation on customer efficiency in Moniepoint Financial Technology. Descriptive design was adopted to survey 397 student customers of Moniepoint Financial Technology make up the population of the study. Structured questionnaire was used to gather data while SEM-PLS through SmartPLS 3.2.9 was used to analyze data. Findings revealed that digital banking, automation, and artificial intelligence are significant predictors of customer convenience, customer personalization and customer efficiency as factors of customer satisfaction respectively with r square value of 93.8%, 94.8%, and 88.2% respectively. The study concluded that industry 4.0 is statistically and positively significant to customer satisfaction in emerging economy fintech industry. It therefore recommended that investments in cutting-edge digital banking systems, such as chatbots, mobile banking applications, and virtual cards, should be given top priority by Moniepoint management since they greatly improve client convenience. |
| first_indexed | 2026-06-19T15:28:41Z |
| format | Online |
| id | oai:revistas.ufps.edu.co:article-4775 |
| institution | IDEP |
| language | eng spa |
| last_indexed | 2026-06-19T15:28:41Z |
| publishDate | 2025 |
| publishDateRange | 2025 |
| publishDateSort | 2025 |
| publisher | Universidad Francisco de Paula Santander |
| publisherStr | Universidad Francisco de Paula Santander |
| record_format | ojs |
| spelling | oai:revistas.ufps.edu.co:article-47752025-05-13T14:49:01Z Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy Industria 4.0 y satisfacción del cliente: datos de las empresas de tecnología financiera en una economía emergente Abdul, Falilat Ajoke Olota, Oluwayomi Balogun, Ebenezer Babawale, Opeyemi Automation Customer Convenience Customer Satisfaction Emerging Economy Industry 4.0 Automatización Comodidad para el cliente Satisfacción del cliente Economía emergente Industria 4.0 In the age of technology, factors that contribute to customer satisfaction comprise data security, practicality, accessibility, and personalization. Hence, this study examined a detailed investigation into the relationship between Industry 4.0 advancements from Moniepoint Financial Technology and customer satisfaction. Specifically, the study examined; the impact of Digital Banking Platforms on Customers Convenience; the influence of artificial intelligence on customer personalization; the effect of automation on customer efficiency in Moniepoint Financial Technology. Descriptive design was adopted to survey 397 student customers of Moniepoint Financial Technology make up the population of the study. Structured questionnaire was used to gather data while SEM-PLS through SmartPLS 3.2.9 was used to analyze data. Findings revealed that digital banking, automation, and artificial intelligence are significant predictors of customer convenience, customer personalization and customer efficiency as factors of customer satisfaction respectively with r square value of 93.8%, 94.8%, and 88.2% respectively. The study concluded that industry 4.0 is statistically and positively significant to customer satisfaction in emerging economy fintech industry. It therefore recommended that investments in cutting-edge digital banking systems, such as chatbots, mobile banking applications, and virtual cards, should be given top priority by Moniepoint management since they greatly improve client convenience. En la era de la tecnología, los factores que contribuyen a la satisfacción del cliente son la seguridad de los datos, la practicidad, la accesibilidad y la personalización. Por lo tanto, este estudio examinó una investigación detallada de la relación entre los avances de la Industria 4.0 de Moniepoint Financial Technology y la satisfacción del cliente. En concreto, el estudio examinó: el impacto de las plataformas de banca digital en la comodidad de los clientes; la influencia de la inteligencia artificial en la personalización del cliente; el efecto de la automatización en la eficiencia del cliente en Moniepoint Financial Technology. Se adoptó un diseño descriptivo para encuestar a 397 estudiantes clientes de Moniepoint Financial Technology, que constituyen la población del estudio. Se utilizó un cuestionario estructurado para recopilar datos, mientras que para analizarlos se empleó SEM-PLS a través de SmartPLS 3.2.9. Los resultados revelaron que la banca digital, la automatización y la inteligencia artificial son predictores significativos de la comodidad del cliente, la personalización del cliente y la eficiencia del cliente como factores de satisfacción del cliente, respectivamente, con un valor r cuadrado de 93,8%, 94,8% y 88,2%, respectivamente. El estudio concluyó que la industria 4.0 es estadística y positivamente significativa para la satisfacción del cliente en la industria fintech de las economías emergentes. Por lo tanto, recomendó que la dirección de Moniepoint diera la máxima prioridad a las inversiones en sistemas bancarios digitales de vanguardia, como chatbots, aplicaciones de banca móvil y tarjetas virtuales, ya que mejoran enormemente la comodidad de los clientes. Universidad Francisco de Paula Santander 2025-01-01 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf text/html text/xml https://revistas.ufps.edu.co/index.php/profundidad/article/view/4775 10.22463/24221783.4775 Revista Científica Profundidad Construyendo Futuro; Vol. 22 No. 22 (2025): Enero-Junio; 127-144 Revista Científica Profundidad Construyendo Futuro; Vol. 22 Núm. 22 (2025): Enero-Junio; 127-144 2422-2518 eng spa https://revistas.ufps.edu.co/index.php/profundidad/article/view/4775/6015 https://revistas.ufps.edu.co/index.php/profundidad/article/view/4775/6058 https://revistas.ufps.edu.co/index.php/profundidad/article/view/4775/6351 /*ref*/Ahuchogu, M. C., Sanyaolu, T. O., & Adeleke, A. G. (2024). Balancing innovation with risk management in digital banking transformation for enhanced customer satisfaction and security. International Journal of Management & Entrepreneurship Research, 6(9), 3022–3049. https://doi.org/10.51594/ijmer.v6i9.1566 /*ref*/Asif, M. (2020). The fourth industrial revolution: A review of the past, present, and future. Journal of Business Research, 123, 114-124. https://doi.org/10.1016/j.jbusres.2020.09.019 /*ref*/Atzori, L., Iera, A., & Morabito, G. (2010). The Internet of Things: A survey. Computer Networks, 54(15), 2787-2805. https://doi.org/10.1016/j.comnet.2010.05.010 /*ref*/Barnatt, C. (2017). Industry 4.0: The future of productivity and growth in manufacturing industries. Technology Innovation Management Review, 7(11), 1-10. https://doi.org/10.22215/timreview/1146 /*ref*/Beier, G., Ullrich, A., Niehoff, S., Reißig, M., & Habich, M. (2020). Industry 4.0: How it is defined from a sociotechnical perspective and how much sustainability it includes – A literature review. Journal of Cleaner Production, 259, 120856. https://doi.org/10.1016/j.jclepro.2020.120856 /*ref*/Buranasing, M., Jongprasithporn, D., & Yodpijit, A. (2021). The impact of Industry 4.0 on business competitiveness: Evidence from Thailand. Journal of Business & Industrial Marketing, 36(7), 1140-1152. https://doi.org/10.1108/JBIM-05-2020-0227 /*ref*/Cancino, C. A., La Paz, A. I., Ramaprasad, A., & Syn, T. (2018). Technological innovation for sustainable growth: An ontological perspective. Journal of Cleaner Production, 179, 31–41. https://doi.org/10.1016/j.jclepro.2018.01.059 /*ref*/European Central Bank. (2020). Working Paper Series: Financial intermediation and technology: What’s old, what’s new? https://www.ecb.europa.eu/pub/pdf/scpwps/ecb.wp2438~d0d447b9b6.en.pdf /*ref*/Hassan, M. K., Rabbani, M. R., Jreisat, A., & Hossain, M. M. (2022). Fintech, Pandemic, and the Islamic Financial System: Innovative Financial Services and Its Shariah Compliance. FinTech in Islamic Financial Institutions, 243–261. https://doi.org/10.1007/978-3-031-14941-2_12 /*ref*/Kirmizi, M., & Kocaoglu, B. (2021). The influencing factors of enterprise resource planning (ERP) readiness stage on enterprise resource planning project success: a project manager’s perspective. Kybernetes, 51(3). https://doi.org/10.1108/k-11-2020-0812 /*ref*/Lee, J., Kao, H.-A., & Yang, S. (2014). Service innovation and smart analytics for Industry 4.0 and big data environment. Procedia CIRP, 16, 3-8. https://doi.org/10.1016/j.procir.2014.02.001 /*ref*/Martasari, G. W. (2023). Impact of Industrial Technology 4.0 In Improving Service Quality and Customer Experience on E-Commerce Platforms: Literature Review. International Journal of Social Service and Research, 3(6), 1427–1435. https://doi.org/10.46799/ijssr.v3i6.407 /*ref*/Meyer, C., & Schwager, A. (2007). Understanding Customer Experience. ResearchGate. https://www.researchgate.net/publication/6460601_Understanding_Customer_Experience /*ref*/Rymarczyk, J. (2021). The impact of industrial revolution 4.0 on international trade. Entrepreneurial Business and Economics Review, 9(1), 105–117. https://doi.org/10.15678/eber.2021.090107 /*ref*/Schwab, K. (2016). The Fourth Industrial Revolution. World Economic Forum. https://www.weforum.org/about/the-fourth-industrial-revolution-by-klaus-schwab/ /*ref*/Schwab, K. (2017). The Fourth Industrial Revolution: A guide to our future. Penguin Books. Tripathi, S., & Rosak-Szyrocka, J. (2024). Impact of Artificial Intelligence on Society. https://doi.org/10.1201/9781032644509 /*ref*/Wuest, T., Weimer, D., Irgens, C., & Thoben, K.-D. (2016). Machine learning in manufacturing: advantages, challenges, and applications. Production & Manufacturing Research, 4(1), 23–45. https://doi.org/10.1080/21693277.2016.1192517 /*ref*/Zywiolek, J., Molenda, M., & Rosak-Szyrocka, J. (2021). Satisfaction with Industry 4.0 implementation: Evidence from manufacturing companies in Poland. Journal of Business Research, 124, 84-92. https://doi.org/10.1016/j.jbusres.2020.10.023 Derechos de autor 2025 Universidad Francisco de Paula Santander https://creativecommons.org/licenses/by-nc/4.0 |
| spellingShingle | Automation Customer Convenience Customer Satisfaction Emerging Economy Industry 4.0 Automatización Comodidad para el cliente Satisfacción del cliente Economía emergente Industria 4.0 Abdul, Falilat Ajoke Olota, Oluwayomi Balogun, Ebenezer Babawale, Opeyemi Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy |
| title | Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy |
| title_alt | Industria 4.0 y satisfacción del cliente: datos de las empresas de tecnología financiera en una economía emergente |
| title_full | Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy |
| title_fullStr | Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy |
| title_full_unstemmed | Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy |
| title_short | Industry 4.0 and customers satisfaction; evidence from fintech in emerging economy |
| title_sort | industry 4 0 and customers satisfaction evidence from fintech in emerging economy |
| topic | Automation Customer Convenience Customer Satisfaction Emerging Economy Industry 4.0 Automatización Comodidad para el cliente Satisfacción del cliente Economía emergente Industria 4.0 |
| topic_facet | Automation Customer Convenience Customer Satisfaction Emerging Economy Industry 4.0 Automatización Comodidad para el cliente Satisfacción del cliente Economía emergente Industria 4.0 |
| url | https://revistas.ufps.edu.co/index.php/profundidad/article/view/4775 |
| work_keys_str_mv | AT abdulfalilatajoke industry40andcustomerssatisfactionevidencefromfintechinemergingeconomy AT olotaoluwayomi industry40andcustomerssatisfactionevidencefromfintechinemergingeconomy AT balogunebenezer industry40andcustomerssatisfactionevidencefromfintechinemergingeconomy AT babawaleopeyemi industry40andcustomerssatisfactionevidencefromfintechinemergingeconomy AT abdulfalilatajoke industria40ysatisfacciondelclientedatosdelasempresasdetecnologiafinancieraenunaeconomiaemergente AT olotaoluwayomi industria40ysatisfacciondelclientedatosdelasempresasdetecnologiafinancieraenunaeconomiaemergente AT balogunebenezer industria40ysatisfacciondelclientedatosdelasempresasdetecnologiafinancieraenunaeconomiaemergente AT babawaleopeyemi industria40ysatisfacciondelclientedatosdelasempresasdetecnologiafinancieraenunaeconomiaemergente |