IIARD International Institute of Academic Research and Development

IIARD International Journal of Economics and Business Management (IJEBM )

E-ISSN 2489-0065
P-ISSN 2695-186X
VOL. 11 NO. 4 2025
DOI: 10.56201/ijebm.vol.11.no4.2025.pg190.204

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Relationship Between Biometric Technology and Customer Satisfaction in the Fintech Sector

Ogunjide, Julius Oluwatobi, Awowole Abiodun Olalekan, Agboola, Olatoye Kabiru, Adamaagashi, Izuchukwu Prince

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Abstract

This study explores the relationship between the adoption of biometric technology and customer satisfaction in the fintech sector. As financial institutions increasingly integrate biometric systems—such as fingerprint, facial recognition, and iris scanning—into their service offerings, understanding the impact on customer experiences has become crucial. Through a mixed-method approach, combining both qualitative and quantitative data, the research examines how biometric authentication influences customer perceptions of security, convenience, and trust, key components of overall satisfaction. The findings indicate a positive correlation between the use of biometric technologies and improved customer satisfaction, particularly in terms of enhanced security, reduced fraud risks, and streamlined service delivery. However, the study also highlights challenges, such as privacy concerns and the need for robust data protection measures, which can affect customer trust and satisfaction. Additionally, the research identifies demographic factors, such as age and technological literacy, that influence the acceptance and effectiveness of biometric systems. This paper contributes to the growing body of knowledge in fintech by providing actionable insights for industry stakeholders seeking to optimize customer experiences through innovative technological solutions. The study concludes with recommendations for fintech firms to address potential barriers, ensuring that biometric technology is leveraged effectively to enhance customer satisfaction while safeguarding privacy. Ahmad, S.M.S., Ali, B.M. & Adnan, W.A.W. (2012). Technical issues and challenges of biometric applications as access control tools of information security. International Journal of Innovative Computing, Information and Control, 8(11), 7983–7999. Al-Jundi, S.A., Shuhaiber, A. & Augustine, R. (2019). Effect of consumer innovativeness on new product purchase intentions throu

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