USER EXPERIENCE MANAGEMENT AND CUSTOMER ENGAGEMENT OF FINANCIAL TECHNOLOGY FIRMS IN PORT HARCOURT

Abstract

This study empirically investigated the relationship between User Experience Management and Customer Engagement of Financial Technology Firms in Port Harcourt. Specifically, the objectives of the study were to determine how platform accessibility and transaction security relates with customer repeat visit and customer trust of fintech companies in Port Harcourt. The study further examined the influence of digital payment systems as a moderator of the relationship between user experience management and customer engagement of fintech companies in Port Harcourt. The research design adopted was the correlational research design. The chosen population for this study comprised of all the customers of fintech companies in Port Harcourt. A sample size of 384 customers was chosen using Krejcie and Morgan Table for sample size determination for an infinite population. However, only 323 customers provided data for the study through questionnaire that was designed in the Likert 5-point scale of strongly disagree to strongly disagree. Pearson Product Moment Correlation (PPMC) used to test the first four null hypotheses and moderated regression analysis was used to test the fifth hypothesis in order to ascertain the moderating influence of digital payment systems in the relationship between user experience management and customer engagement of fintech companies in Port Harcourt. From results of the analyses, it was revealed that the dimensions of user experience management which are platform accessibility and transaction security positively and significantly relate with customer repeat visit and customer trust (i.e. measures of customer engagement) of fintech companies in Port Harcourt. Furthermore, findings revealed that digital payment systems significantly moderates the relationship between user experience management and customer engagement. Based on these findings, it was concluded that user experience management significantly drives customer engagement in fintech companies in Port Harcourt. Therefore, the study recommended amongst others that fintech companies should invest in enhancing platform accessibility by ensuring their applications and websites are fast, user-friendly, and available across multiple devices to encourage repeat usage.