Abstract

This study explores the utilisation of fintech applications in complaint management by property managers in the Malaysian residential strata population. It examines how this approach shifts the perspective from seeing paying customers as a key part of service to viewing complaint management as an important service process. Thematic analysis was used to analyze the outcomes of a focus group discussion conducted with 12 respondents, including property managers, industry professionals, and officers of KPKT and the Commissioner of Buildings. The findings show that a majority of the respondents use online resources to make complaints, track, and address grievances. This is in line with the growing mainstream fintech application in property strata operations. The study adds to the literature by conducting a focus group on how the participants feel about the adoption of fintech to enhance services. The study ends with suggestions on how the platform can be improved, increase the compliance with data protection legislation, and minimum standards in digital form should be used in more open operations of strata property services.