Digital Transformation in the Financial Services Industry: Examining the Impact of Personalization in Enabling Customer Adoption among Fintech Startups in Nigeria
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Nduneche Ezurike, PhD
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DOI : 10.5281/zenodo.16724921
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Department of Marketing LIGSUniversity, Honolulu, Hawaii, United States of America
The financial
services industry is undergoing significant changes due to various
technological advancements. A prominent example of this digital revolution is
the unprecedented growth of Financial Technology (FinTech), which is currently
challenging traditional banking. Beyond the rise of FinTech, another key
component digital transformation in the financial services industry is the
growing influence of digital marketing. This study sought to assess the
influence of personalized digital marketing in driving customer adoption among
Fintech startups in Nigeria. The study was underpinned on the Elaboration
Likelihood Model, while the survey research method was used to retrieve data
from respondents sampled in the study. Findings revealed that a large portion of respondents sampled in
this study believes that personalized digital marketing strategies have
influenced their decision to use FinTech’s services. Results also showed that
digital marketing tool such as social media marketing, email marketing campaigns
and targeted ads on search engines have played a vital role in promoting
awareness and adoption of services provided by Fintech companies. Based on
these findings, the study recommended that Fintech companies should
consistently utilize personalized digital marketing techniques to boost
customer adoption and engagement.