IDEAS home Printed from https://ideas.repec.org/a/pid/journl/v64y2025i1p1-23.html
   My bibliography  Save this article

Impact of Globalisation, AI Adoption, and FinTech Integration on Banking Sector Performance and Customer Satisfaction in Post-COVID Pakistan

Author

Listed:
  • Muhammad Saeed Iqbal

    (Islamic Business School, Utara Universiti of Malaysia)

  • Sofi Mohd Fikri

    (Islamic Business School, Utara Universiti of Malaysia)

Abstract

This study aims to investigate the combined impact of Globalisation Index (GI), AI Adoption Rate (AIA), and FinTech Integration (FI) on the financial performance and customer satisfaction of major banks in post-COVID Pakistan. Grounded in Globalisation Theory, Technological Adoption Theory, and Financial Resilience Theory. Quantitative with panel data regression analysis. Major Banks in Pakistan over the period 2010-2023, including both Islamic and conventional banks. Secondary data from annual reports, globalisation indices, and regulatory reports. Descriptive statistics, normality tests, correlation analysis, heteroscedasticity tests, and panel data regression. Findings indicate that GI, AIA, and FI significantly influence both financial performance and customer satisfaction. Specifically, FI showed the strongest positive impact, followed by AIA and GI. The models for financial performance and customer satisfaction achieved R² values of 0.648 and 0.715 respectively, indicating substantial explanatory power. This study demonstrates that enhancing globalisation efforts, adopting AI technologies, and integrating FinTech solutions are crucial strategies for improving financial performance and customer satisfaction in Pakistan’s banking sector post-COVID. This study integrates theories of globalisation, technological adoption, and financial resilience to offer a comprehensive analysis of contemporary banking trends in Pakistan.

Suggested Citation

  • Muhammad Saeed Iqbal & Sofi Mohd Fikri, 2025. "Impact of Globalisation, AI Adoption, and FinTech Integration on Banking Sector Performance and Customer Satisfaction in Post-COVID Pakistan," The Pakistan Development Review, Pakistan Institute of Development Economics, vol. 64(1), pages 1-18.
  • Handle: RePEc:pid:journl:v:64:y:2025:i:1:p:1-23
    as

    Download full text from publisher

    File URL: https://file.pide.org.pk/pdfpdr/2025/1-23.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Stijn Claessens & Jon Frost & Grant Turner & Feng Zhu, 2018. "Fintech credit markets around the world: size, drivers and policy issues," BIS Quarterly Review, Bank for International Settlements, September.
    2. Beck, Thorsten & Chen, Tao & Lin, Chen & Song, Frank M., 2016. "Financial innovation: The bright and the dark sides," Journal of Banking & Finance, Elsevier, vol. 72(C), pages 28-51.
    Full references (including those not matched with items on IDEAS)

    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. Najia Saqib & Ivan A. Duran & Ilhan Ozturk, 2023. "Unraveling the Interrelationship of Digitalization, Renewable Energy, and Ecological Footprints within the EKC Framework: Empirical Insights from the United States," Sustainability, MDPI, vol. 15(13), pages 1-21, July.
    2. Tao, Ran & Su, Chi-Wei & Naqvi, Bushra & Rizvi, Syed Kumail Abbas, 2022. "Can Fintech development pave the way for a transition towards low-carbon economy: A global perspective," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    3. Georgios P. Kouretas & Małgorzata Pawłowska, 2025. "Impact of Digital Technology on Traditional Banking: A Case From the Credit Market in the European Union," Journal of International Development, John Wiley & Sons, Ltd., vol. 37(2), pages 468-488, March.
    4. Guillaume Edou Tchidi & Wei Zhang, 2025. "Mediating effect of financial inclusion on FinTech innovations and economic development in West Africa: Evidence from the Benin Republic," International Journal of Finance & Economics, John Wiley & Sons, Ltd., vol. 30(2), pages 1032-1048, April.
    5. Hasan, Iftekhar & Li, Xiang & Takalo, Tuomas, 2023. "Technological innovation and the bank lending channel of monetary policy transmission," IWH Discussion Papers 14/2021, Halle Institute for Economic Research (IWH), revised 2023.
    6. Alexandra Horobet & Maria-Alexandra Dalu & Iulian Marinescu & Lucian Belascu & Sofia Adriana Dumitrescu & Ioannis Kostakis, 2025. "Financial Inclusion, Technology, and Income Inequality in Europe," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 27(68), pages 1-93, February.
    7. Doerr, Sebastian & Frost, Jon & Gambacorta, Leonardo & Shreeti, Vatsala, 2023. "Big techs in finance," CEPR Discussion Papers 18665, C.E.P.R. Discussion Papers.
    8. Afees A. Salisu & Abdulsalam Abidemi Sikiru & Philip C. Omoke, 2023. "COVID-19 pandemic and financial innovations," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(4), pages 3885-3904, August.
    9. Abuzayed, Bana & Ben Ammar, Mouldi & Molyneux, Philip & Al-Fayoumi, Nedal, 2024. "Corruption, lending and bank performance," International Review of Economics & Finance, Elsevier, vol. 89(PA), pages 802-830.
    10. Mehmet Balcilar & Riza Demirer, 2014. "The Effect of Global Shocks and Volatility on Herd Behavior in Borsa Istanbul," BIFEC Book of Abstracts & Proceedings, Research and Business Development Department, Borsa Istanbul, vol. 1(2), pages 142-172, March.
    11. Husam Rjoub & Tomiwa Sunday Adebayo & Dervis Kirikkaleli, 2023. "Blockchain technology-based FinTech banking sector involvement using adaptive neuro-fuzzy-based K-nearest neighbors algorithm," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 9(1), pages 1-23, December.
    12. Amstad, Marlene, 2019. "Regulating Fintech: Objectives, Principles, and Practices," ADBI Working Papers 1016, Asian Development Bank Institute.
    13. Biancini, Sara & Verdier, Marianne, 2023. "Bank-platform competition in the credit market," International Journal of Industrial Organization, Elsevier, vol. 91(C).
    14. Cornelli, Giulio & De Fiore, Fiorella & Gambacorta, Leonardo & Manea, Cristina, 2024. "Fintech vs bank credit: How do they react to monetary policy?," Economics Letters, Elsevier, vol. 234(C).
    15. Martin Hodula & Ngoc Anh Ngo, 2021. "Does Macroprudential Policy Leak? Evidence from Non-Bank Credit Intermediation in EU Countries," Working Papers 2021/5, Czech National Bank, Research and Statistics Department.
    16. Nartey Menzo, Benjamin Prince & Mogre, Diana & Asuamah Yeboah, Samuel, 2024. "Beyond Income: The Complexities of Credit Risk in Developing Countries," MPRA Paper 122364, University Library of Munich, Germany, revised 20 Sep 2024.
    17. Giulio Cornelli & Jon Frost & Leonardo Gambacorta & Raghavendra Rau & Robert Wardrop & Tania Ziegler, 2021. "Fintech and Big Tech Credit: What Explains the Rise of Digital Lending?," CESifo Forum, ifo Institute - Leibniz Institute for Economic Research at the University of Munich, vol. 22(02), pages 30-34, March.
    18. Hasan Al-Banna & Izra Berakon, 2024. "From bank to P2P lending: switching intention of SME’s: evidence from Indonesia," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 568-581, June.
    19. Kirchner Philipp, 2020. "On Shadow Banking and Financial Frictions in DSGE Modeling," Review of Economics, De Gruyter, vol. 71(2), pages 101-133, August.
    20. Su-Yin Cheng & Han Hou, 2022. "Innovation, financial development, and growth: evidences from industrial and emerging countries," Economic Change and Restructuring, Springer, vol. 55(3), pages 1629-1653, August.

    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:pid:journl:v:64:y:2025:i:1:p:1-23. 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: Khurram Iqbal (email available below). General contact details of provider: https://edirc.repec.org/data/pideipk.html .

    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.