This study investigates the impact of product quality on customer retention in selected fintech companies in Nigeria. A descriptive survey design with a quantitative approach was employed. Data were collected from 385 active users of fintech platforms, including OPay, Kuda Bank, PalmPay, and Moniepoint, across Lagos, Abuja, and Port Harcourt. The SERVQUAL framework was adapted to assess product quality dimensions, including reliability, security, user interface quality, and transaction efficiency. Customer retention was evaluated using repurchase intention, recommendation behaviour, and continued usage scales. Data analysis utilized descriptive statistics, Pearson correlation, and multiple regression analysis with SPSS version 26. Results indicate that all product quality dimensions have significant positive relationships with customer retention (p < 0.05). Security and reliability were identified as the strongest predictors of customer retention, with beta coefficients of 0.312 and 0.289, respectively. All four hypotheses were confirmed, demonstrating that product quality significantly influences customer retention in Nigerian fintech companies. The study recommends that fintech companies prioritize security infrastructure, enhance transaction reliability, and continuously improve user interface design to optimize customer retention. These findings contribute to the literature on fintech service quality in emerging markets and offer practical insights for fintech managers aiming to strengthen customer loyalty in Nigeria's competitive digital financial services sector.
Keywords: Customer Satisfaction, Customer retention, digital banking, financial technology, product .quality
