Developing a Model for Measuring the Quality of Fintech Customer Service Using a Systematic Review Approach

In various industries, especially service businesses, attracting and retaining customers requires increasing the quality of customer service, and this is much more important in the marketing of digital-based services such as fintechs. The main purpose of this study is to identify the dimensions of the quality of fintech services and provide a model for measuring the quality of its services by reviewing the research literature. The method of this research is qualitative and uses a systematic review approach. In this study, 413 articles were reviewed and finally, after several screening stages, 48 articles were selected and evaluated for final analysis. Review of the above articles to identify 7 main dimensions and 35 sub-dimensions to measure the quality of fintech services, including functional quality, practical, appearance quality, safety and, quality of support, Customization and finally information led. The results of this study showed that the highest dimension of service quality that was mentioned in various sources, the quality of safety, or more specifically the dimension of security and privacy. Also, the quality of customer support and service will have the greatest impact on satisfying and attracting future customers. In addition, a quality that can create a competitive advantage in the financial field, especially fintech, is to create a fit between the needs of each customer with the services provided or personalization and customization.