FinTech Adoption and Customer Satisfaction in Digital Retail Banking: A Bibliometric and Science Mapping Analysis
Main Article Content
Abstract
The retail banking sector has been moving towards digital channels at an accelerated pace as well as FinTech services, and researchers have not been far behind, with a growing number of studies on customer adoption and satisfaction with various technologies and services. The literature, however, is still somewhat scattered and geographically localized, and there is little knowledge about the content and its development. This research intents to address the research gap through bibliometric and science mapping techniques to offer a holistic synthesis of research on FinTech adoption and customer satisfaction in digital retail banking.
After database refinement and PRISMA 2020 screening, 1234 peer-reviewed articles indexed in Scopus (up to 19 June 2026) were selected. The publication trend, most influential author, journal, institution and country in the literature were explored through bibliometric performance analysis and science mapping using Biblioshiny based on bibliometrix R package. Analysis of the most cited documents, shared citation network, relationship among frequently cited studies (citing and cited documents), keyword co-occurrence and thematic evolution are also conducted.The report pointed out that the research output has increased significantly since 2019 and the important contributors were identified as India, Saudi Arabia, Indonesia and Malaysia. The keyword co-occurrence analysis reveals six research clusters, namely FinTech, mobile banking, internet banking, trust, banking and adoption. In the research on digital retail banking, trust, perceived risk, service quality, perceived usefulness and security and usability were present in significant clusters that relate to customer satisfaction. Thematic studies suggest that the technology acceptance studies have evolved from the early TAM and UTAUT studies to emerging themes like blockchain, artificial intelligence, financial inclusion, cybersecurity and intelligent digital banking.
This research depicts a detailed bibliometric synthesis of the literature on FinTech adoption–customer satisfaction to develop an overview of the research framework, thematic evolution, and new research paths. The results provide a valuable knowledge base for future theory development, empirical research, and evidence-based decision-making in digital retail banking.
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