The rapid advancement of Financial Technology (FinTech) has transformed the traditional banking landscape by enhancing service delivery, operational efficiency, and customer engagement. In India, the adoption of digital banking services such as mobile banking, UPI, and AI-based applications has significantly reshaped the functioning of both public and private sector banks. This study aims to examine the impact of FinTech integration on operational efficiency and customer experience, with a comparative analysis between public and private sector banks. The research adopts a descriptive and analytical design, using primary data collected through a structured questionnaire from bank customers in Kalaburagi District. Secondary data is sourced from reports of the Reserve Bank of India and other published sources. Statistical tools such as mean, t-test, regression analysis, and Cronbach’s Alpha are employed for data analysis. The findings indicate that FinTech integration has a significant positive impact on operational efficiency by reducing transaction time, improving accuracy, and lowering costs. It also enhances customer experience through convenience, accessibility, and faster services. The study further reveals that private sector banks outperform public sector banks in terms of FinTech adoption and service quality.
Razak et al. (Fri,) studied this question.
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