STRATEGIC AGILITY AND CUSTOMER SATISFACTION AMONG FINTECH FIRMS IN ASABA, DELTA STATE, NIGERIA

Authors

  • Idenedo, Otite Wisdom Department of Marketing, Dennis Osadebay University, Asaba, Delta State
  • Efefairoro, Zilla Okemute Department of Marketing, Dennis Osadebay University, Asaba, Delta State
  • Omodio, Aghogho Rita Department of Marketing, Dennis Osadebay University, Asaba, Delta State
  • Elozino, Emmanuella Uyo Department of Marketing, Dennis Osadebay University, Asaba, Delta State
  • Nworji, Ogochukwu Winifred Department of Marketing, Dennis Osadebay University, Asaba, Delta State

Keywords:

Strategic Agility, Rapid Product Innovation, Flexibility in Service Delivery, Responsiveness to Customer Feedback, Customer Satisfaction

Abstract

This study explored the relationship between strategic agility and customer satisfaction among Fintech firms operating in Asaba, Delta State, Nigeria. The research specifically examined how rapid product innovation, service delivery flexibility, and responsiveness to customer feedback influence customer satisfaction in the Fintech sector. Data were gathered through a structured questionnaire, and the hypotheses were tested using Pearson Product-Moment Correlation (PPMC). The results demonstrated that all three components of strategic agility had a significant and positive correlation with customer satisfaction. Based on these findings, the study concludes that strategic agility is a key driver of customer satisfaction for Fintech firms in the region. Consequently, it is recommended that Fintech organizations enhance their innovation capabilities, promote flexible service structures, establish robust customer feedback mechanisms, and incorporate customer-centric values into their strategic decision-making processes.

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Published

2025-05-09

How to Cite

Idenedo, Otite Wisdom, Efefairoro, Zilla Okemute, Omodio, Aghogho Rita, Elozino, Emmanuella Uyo, & Nworji, Ogochukwu Winifred. (2025). STRATEGIC AGILITY AND CUSTOMER SATISFACTION AMONG FINTECH FIRMS IN ASABA, DELTA STATE, NIGERIA. BW Academic Journal, 2, 72–85. Retrieved from https://mail.bwjournal.org/index.php/bsjournal/article/view/2991

Issue

Vol. 2 (2025): 2025: Bushwealth Academic Journals

Section

Articles

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