THE ROLE OF FINANCIAL TECHNOLOGY (FINTECH) IN TRANSFORMING TRADITIONAL BANKING SERVICES: A CASE STUDY APPROACH

Abstract

The rapid growth of Financial Technology (FinTech) has significantly transformed the structure and delivery of traditional banking services. This study examines the role of FinTech in reshaping banking operations by comparing FinTech banks, hybrid banks, and traditional banks using a case study approach. A quantitative research design was employed, and primary data were collected from 400 banking customers through a structured questionnaire. The study analyzes key dimensions including service quality, customer satisfaction, adoption of FinTech services, and switching intention. The findings indicate that FinTech has enhanced digital accessibility, cost efficiency, and security perceptions, while traditional banks continue to maintain strengths in service speed and overall customer satisfaction. Hybrid banks occupy a transitional position by combining digital innovation with conventional banking support. The study further reveals varying levels of customer switching intention toward FinTech services, highlighting the influence of trust and service experience. Overall, the findings demonstrate that FinTech acts as a transformative force in the banking sector, encouraging innovation, competition, and customer-centric service delivery.