疫情后金融科技的恢复韧性.docxVIP

A STUDY ON FINTECH LENDING PLATFORMS AND THEIR RESILIENCE POST PANDEMIC J. Arivazagan, Research Scholar, Department of Banking Technology, Pondicherry University, E-mail: arivazagan@ Dr. S. Sudalaimuthu, Professor, Department of Banking Technology, Pondicherry University, Pondicherry, Email: smvcas@ * * * Abstract The Covid-19 pandemic has had a widespread impact on various industries, including financial services. The emerging Fintech industry responded differently to the pandemic, with the Fintech Payment segment experiencing significant growth while the Fintech Lending segment faced a downturn. Numerous literature and industry reports confirmed the negative impact of the pandemic on Fintech lending. Although the Fintech industry has been gradually recovering, the resilience of the Fintech Lending segment post-pandemic has had a mixed response. This paper investigates the resilience of the Indian Fintech Lending industry in the post-pandemic period, using a customer satisfaction approach. Resilience of a Business is linked to Customer satisfaction, which indicates how well the business can withstand challenges and perform over the long term. To measure customer satisfaction, this study applies lexicon-based sentiment analysis and topic modelling using online reviews available on Fintech Lending platforms. The study found that lending activities had dried up during the pandemic. However, Fintech Lending platforms have been resilient in providing better customer experience and satisfaction through their online services. Furthermore, the study reveals a positive increase in customer experience in areas such as turnaround time, documentation/KYC, Mobile App features, and data concerns Keywords: Fintech lending, Resilience, Customer Satisfaction, Sentiment Analysis, Topic Modelling Introduction Innovation in communication technology has brought tremendous change in the financial industry, particularly in the lending segment. The Internet has altered how pe