Project 8

This project is funded by The S. H. Ho Foundation and implemented by the Research Centre for ESG at the Hang Seng University of Hong Kong. The purpose of this Fintech survey is to find out, under COVID-19, how bank customers in Hong Kong view the financial services provided by traditional banks (both physical and online services), virtual banks, and online investment platforms. Specifically, we are interested in understanding which financial service provider can generate better customer satisfaction in five dimensions. They are 1) communication effectiveness, 2) competence level, 3) service quality, which in turn lead to 4) commitment and 5) trust from the customers.