Customer-Driven Quality Assurance Framework for Pakistani FinTech Analysis of User Feedback and Testing Practices

Abstract

This paper examines quality assurance practice, in Pakistani fintech applications, using a systematic analysis of 250 feedback responses of Bank customers. The study shows that the problems of UI/UX (29%), and Core Financial Logic problems (27%) are the most important quality issues, then Fraud and Risk Management (20%), Test Data Management (15%), and Regulatory & Compliance (9%). Such trends point to systematic QA strategic gaps that need to be addressed through strategy. The research suggests a feedback-based QA scheme introducing shift-left testing, continuous integration patterns and customer feedback loops to improve software quality. Findings indicate that modern QA methodologies can be systematically implemented to achieve results that significantly enhance customer experience and lead to fintech adoption. The study adds a practical QA specialized model to the Pakistani fintech environment with a focus on customer feedback integration into quality control processes.