IDEAS home Printed from https://ideas.repec.org/a/gam/jfinte/v2y2023i1p6-84d1041320.html

Explaining the Factors Affecting Customer Satisfaction at the Fintech Firm F1 Soft by Using PCA and XAI

Author

Listed:
  • Mohan Khanal

    (Department of Management, Kantipur College of Management and Information Technology, Tribhuvan University, Mid-Baneshwor, Kathmandu 44600, Nepal)

  • Sudip Raj Khadka

    (Department of Science and Technology, Samriddhi College, Tribhuvan University, Lokanthali, Bhaktapur 44800, Nepal)

  • Harendra Subedi

    (Department of Management, Kantipur College of Management and Information Technology, Tribhuvan University, Mid-Baneshwor, Kathmandu 44600, Nepal)

  • Indra Prasad Chaulagain

    (Department of ICTE, Mahendra Ratna Campus, Tribhuvan University, Tahachal, Kathmandu 44600, Nepal)

  • Lok Nath Regmi

    (Department of Electronics and Computer Engineering, Institute of Engineering, Pulchowk Campus, Patan 44700, Nepal)

  • Mohan Bhandari

    (Department of Science and Technology, Samriddhi College, Tribhuvan University, Lokanthali, Bhaktapur 44800, Nepal)

Abstract

The most significant and rapidly expanding fintech services in Nepal are provided by several fintech firms. Customer satisfaction must be compared side by side even if every organization has made an effort to expand the usage of services. Many studies have concentrated on evaluating the impact of various factors on customer satisfaction, but significantly fewer studies have been conducted to explore the factors and focus of machine learning. Based on the planned behavioural theory (TPB), the study is concentrated on exploring and evaluating customer satisfaction on a different stimulus offered by F1 Soft (a fintech firm in nepal), customers’ loyalty and the compatibility they gain through the company’s services. By exploring various factors affecting customer satisfaction by using principal component analysis (PCA) and explainable AI (XAI), the study explored the eight factors (customer service, compatibility, ease of use, assurance, loyalty intention, technology perception, speed and firm’s innovativeness) which affect customer satisfaction individually. Furthermore, by using support vector machine (SVM) and logistic regression (LR), the major contributing factors are explained with local interpretable model-agnostic explanation (LIME) and Shapley additive explanations (SHAP). SVM holds the training accuracy of 89.13% whereas LR achieves 87.88%, and both algorithms show that compatibilty issues consider the major contributing factor for customer satisfaction. Contributing toward different dimensions, determinants, and the results of customer satisfaction in fintech, the study suggests how fintech companies must integrate factors affecting customer satisfaction in their system for further process development.

Suggested Citation

  • Mohan Khanal & Sudip Raj Khadka & Harendra Subedi & Indra Prasad Chaulagain & Lok Nath Regmi & Mohan Bhandari, 2023. "Explaining the Factors Affecting Customer Satisfaction at the Fintech Firm F1 Soft by Using PCA and XAI," FinTech, MDPI, vol. 2(1), pages 1-15, January.
    • Handle: RePEc:gam:jfinte:v:2:y:2023:i:1:p:6-84:d:1041320
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2674-1032/2/1/6/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2674-1032/2/1/6/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Yeo, Vincent Cheow Sern & Goh, See-Kwong & Rezaei, Sajad, 2017. "Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 150-162.
    2. Emilio Abad-Segura & Mariana-Daniela González-Zamar & Eloy López-Meneses & Esteban Vázquez-Cano, 2020. "Financial Technology: Review of Trends, Approaches and Management," Mathematics, MDPI, vol. 8(6), pages 1-37, June.
    3. Jaekyeong Kim & Ilyoung Choi & Qinglong Li, 2021. "Customer Satisfaction of Recommender System: Examining Accuracy and Diversity in Several Types of Recommendation Approaches," Sustainability, MDPI, vol. 13(11), pages 1-20, May.
    4. Henry Kaiser, 1958. "The varimax criterion for analytic rotation in factor analysis," Psychometrika, Springer;The Psychometric Society, vol. 23(3), pages 187-200, September.
    5. Vijay M. KUMBHAR, 2011. "Factors Affecting On Customers’ Satisfaction In E-Banking: Some Evidences Form Indian Banks," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 3(4), pages 1-14, December.
    6. Chen, Yi-Chun & Hu, Gaoji, 2020. "Learning by matching," Theoretical Economics, Econometric Society, vol. 15(1), January.
    7. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    8. Henry Kaiser, 1974. "An index of factorial simplicity," Psychometrika, Springer;The Psychometric Society, vol. 39(1), pages 31-36, March.
    9. Samma Faiz Rasool & Mansi Wang & Yanping Zhang & Madeeha Samma, 2020. "Sustainable Work Performance: The Roles of Workplace Violence and Occupational Stress," IJERPH, MDPI, vol. 17(3), pages 1-12, February.
    10. Henry Kaiser, 1970. "A second generation little jiffy," Psychometrika, Springer;The Psychometric Society, vol. 35(4), pages 401-415, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Ibrahim Mutambik, 2023. "Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia," Sustainability, MDPI, vol. 15(14), pages 1-20, July.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mahrouz Nourali, 2023. "Improved Treatment of Model Prediction Uncertainty: Estimating Rainfall using Discrete Wavelet Transform and Principal Component Analysis," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 37(11), pages 4211-4231, September.
    2. Lyndon Lim & Elaine Chapman, 2022. "Development and Preliminary Validation of the Moral Reasoning Questionnaire for Secondary School Students," SAGE Open, , vol. 12(1), pages 21582440221, March.
    3. Alin Opreana & Simona Vinerean & Diana Marieta Mihaiu & Liliana Barbu & Radu-Alexandru Șerban, 2023. "Fuzzy Analytic Network Process with Principal Component Analysis to Establish a Bank Performance Model under the Assumption of Country Risk," Mathematics, MDPI, vol. 11(14), pages 1-38, July.
    4. Ahmed, Ali M. & Salas, Osvaldo, 2008. "In the back of your mind: Subliminal influences of religious concepts on prosocial behavior," Working Papers in Economics 331, University of Gothenburg, Department of Economics.
    5. Abdul Manaf, Nor Aziah & Mas'ud, Abdulsalam & Ishak, Zuaini & Saad, Natrah & Russell, Alex, 2016. "Towards establishing a scale for assessing the attractiveness of petroleum fiscal regimes – Evidence from Malaysia," Energy Policy, Elsevier, vol. 88(C), pages 253-261.
    6. Rodríguez-Fuentes, Carlos Javier & Hernández-López, Montserrat, 1997. "Análisis de diferencias estructurales interregionales determinantes en el impacto de la política monetaria," Estudios de Economia Aplicada, Estudios de Economia Aplicada, vol. 7, pages 141-157, Junio.
    7. Nobes, Christopher & Stadler, Christian, 2013. "How arbitrary are international accounting classifications? Lessons from centuries of classifying in many disciplines, and experiments with IFRS data," Accounting, Organizations and Society, Elsevier, vol. 38(8), pages 573-595.
    8. Gao, Yi & Bruce, Peter J. & Rajendran, Natalia, 2015. "Safety climate of a commercial airline: A cross-sectional comparison of four occupational groups," Journal of Air Transport Management, Elsevier, vol. 47(C), pages 162-171.
    9. Belén Casales Morici, 2022. "Strategic corporate entrepreneurship practices in financial services firms: the role of organizational factors," SN Business & Economics, Springer, vol. 2(9), pages 1-26, September.
    10. Isabel M. João & Nuno M. H. Alves & João M. Silva, 2025. "Motivations, Barriers, Drivers, and Benefits of Circular Economy in EMAS and ISO 14001-Certified Companies," Circular Economy and Sustainability, Springer, vol. 5(5), pages 4679-4701, October.
    11. Hauck, Jana & Suess-Reyes, Julia & Beck, Susanne & Prügl, Reinhard & Frank, Hermann, 2016. "Measuring socioemotional wealth in family-owned and -managed firms: A validation and short form of the FIBER Scale," Journal of Family Business Strategy, Elsevier, vol. 7(3), pages 133-148.
    12. Francisco B. Galarza & Joanna Kámiche Zegarra & Rosario Gómez, 2023. "Roads and Deforestation: Do Local Institutions Matter?," Working Papers 192, Peruvian Economic Association.
    13. Christoph Gerling & Timm Teubner & Fabian Braesemann, 2026. "Who uses general-purpose AI? A typology of ChatGPT early adopters," Electronic Markets, Springer;IIM University of St. Gallen, vol. 36(1), pages 1-35, December.
    14. Urbano Lorenzo-Seva, 2003. "A factor simplicity index," Psychometrika, Springer;The Psychometric Society, vol. 68(1), pages 49-60, March.
    15. Gao, Yi & Bruce, Peter J. & Newman, David G. & Zhang, Chrystal B., 2013. "Safety climate of commercial pilots: The effect of pilot ranks and employment experiences," Journal of Air Transport Management, Elsevier, vol. 30(C), pages 17-24.
    16. Reshmi Banerjee & Avani Desai, 2021. "A Study of Competencies and Challenges of Indian Women Entrepreneurs," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 4, pages 105-130.
    17. Jinan Hatem Issa & Hazri Jamil, 2012. "Criteria Affecting Pre-service TESOL Teachers’ Attitudes towards Using CD-ROM Dictionaries," English Language Teaching, Canadian Center of Science and Education, vol. 5(5), pages 118-118, May.
    18. Robert Semel, 2016. "The Caring-Uncaring Emotional (CUE) Inventory: A Pilot Study of a New Measure of Affective Psychopathy Traits," International Journal of Psychological Studies, Canadian Center of Science and Education, vol. 8(4), pages 1-1, December.
    19. Beverley Jackling & Monica Keneley, 2009. "Influences on the supply of accounting graduates in Australia: a focus on international students," Accounting and Finance, Accounting and Finance Association of Australia and New Zealand, vol. 49(1), pages 141-159, March.
    20. Fotiadis, Anestis K. & Nuryyev, Guych & Achyldurdyyeva, Jennet, 2018. "Rural tourism support, size, and geographic characteristics impact on tourism development," MPRA Paper 98908, University Library of Munich, Germany.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jfinte:v:2:y:2023:i:1:p:6-84:d:1041320. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager The email address of this maintainer does not seem to be valid anymore. Please ask MDPI Indexing Manager to update the entry or send us the correct address (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.