Revolutionising Performance: Public Perception of How Fintech is Transforming Service Delivery in Public Institutions in Greater Amman Municipality

Abstract

Background: The increasing digitalisation of the financial sector has positioned Financial Technology (FinTech) as a critical vector for public sector transformation. This work is motivated by the necessity to analyse how integrating FinTech solutions can significantly enhance both the accessibility and operational efficiency of services delivered by government institutions.

Objective: The main objective is to assess the impact of financial technology on public institutions, particularly in terms of user satisfaction, operational competence, and service delivery.

Methodology: This study employed a quantitative, cross-sectional survey design. Data were collected via a self-administered questionnaire distributed to 326 employees to examine the relationship between institutional FinTech adoption and organisational performance. The analysis involved descriptive statistics to characterise the sample and key variables, followed by inferential analysis to test the hypothesised relationships empirically.

Results: Research shows that integrating financial technology significantly improves the efficiency and success of public institutions. It also improves customer access to services, leading to greater customer satisfaction.

Conclusion: Fintech is a key player in enhancing the efficiency of public institutions by simplifying procedures and improving service delivery. It increases operational efficiency and provides a user-friendly environment for citizens to interact with services.

Unique Contribution: This study provides valuable insights into the implementation of fintech in public institutions, contributing to the broader discussion on digital transformation in the public sector.

Key Recommendations: This research emphasises the need to expand digital financial facilities and highlights the importance of continuing to adopt financial technology to support progress in institutional performance.