The use of digital services is becoming more common and demand is increasing. Consumers are demanding opportunities to get in touch with different services faster and more efficiently. FinTech is based on a more customer-focused bank, which means more money is spent on customer service. Despite this, the personal meeting is demanded by consumers, and the lack of a physical meeting has made customer satisfaction decrease. The purpose of this study is to create an understanding of what customers consider to be a good service quality at a FinTech company, since there is no physical meeting.

The theories for the study are traditional theories of service quality. The main theory of the study is SERVQUAL. An interview guide was designed based on the themes from the chosen theories. The study has used a qualitative research design. The data collection was done via semi-structured interviews, such as individual interviews with 21 respondents and a focus group interview with four respondents.

The key factors in service quality for a digital service meeting are reliability and service readiness. The staff in the customer service tone, if they are polite and accommodating, give the respondents confidence in the staff. The non-physical meeting affects the respondents in different ways. We have identified a pattern among the respondents, which is: to not demand a physical meeting requires trust and experience