FINTECH INNOVATIONS AND THEIR INFLUENCE ON CUSTOMER TRUST IN THE INDIAN BANKING SECTOR

Abstract

The rapid evolution of financial technology (FinTech) has significantly transformed the banking sector worldwide, with India emerging as one of the fastest-growing markets for digital banking services. Post-pandemic, the adoption of FinTech solutions such as Unified Payments Interface (UPI), mobile banking applications, AI-driven chatbots, and blockchain-based solutions has accelerated. This paper aims to examine the influence of these FinTech innovations on customer trust in the Indian banking sector using secondary data from government reports, industry surveys, and research publications. Descriptive analysis highlights those banks leveraging advanced digital tools enjoy higher levels of customer trust and engagement. Security, speed, and personalized services emerge as critical factors driving trust. Findings suggest that banks must prioritize technological innovation and robust cybersecurity measures to sustain and enhance customer trust.