A perceptual study on fintech awareness, trust, and satisfaction in Somalia: Case of premier wallet

Premier Wallet, a leading e-wallet service offered by Premier Bank in Somalia, has emerged as a critical tool in advancing financial inclusion, enhancing accessibility, and streamlining financial transactions. This study explores user adoption, perceptions, usage patterns, and satisfaction of Premier Wallet users. A descriptive research design was employed, and primary data were collected through a structured survey using a convenience sampling method targeting active users. The findings indicate that user awareness is primarily driven by word-of-mouth, direct marketing, and social media engagement. The overall user experience is positive, with a substantial number affirming the platform's reliability in providing financial services, while a significant portion of users frequently utilize it, highlighting its integral role in their daily financial activities, primarily for payments and money transfers. The platform's user-friendliness is evident, with many reporting ease of use, and a strong number expressing confidence in its security features. Furthermore, users recognize Premier Wallet's value in financial management. To sustain its market leadership, Premier Bank should prioritize enhancing customer support, introducing innovative features, and expanding its user base. Future research should delve deeper into the user experience, explore the influence of demographic and socio-economic factors, and assess the long-term impact on financial inclusion and economic development within Somalia.