Nguyen Thi Ngoc Diep

University of Economics and Law;

Vietnam National University Ho Chi Minh City,

Viet Nam

diepntn@uel.edu.vn 

ORCID 0000-0003-2642-957X

Impact analysis of peer-to-peer Fintech in Vietnam’s banking industry

Tran Quang Canh

Faculty of Business Administration, Ho Chi Minh City University of Economics and Finance,

Viet Nam

canhtq@uef.edu.vn 

ORCID 0000-0001-6513-9319

Abstract. This paper aims to analyze the factors affecting customer satisfaction and loyalty when using peer-to-peer (P2P) services, thereby drawing some conclusions for the banking industry. The second objective is to determine whether P2P Fintech and traditional banks should collaborate under current circumstances or if they make for healthy competition, and collaboration is optional. The SEM model, IBM SPSS Statistics 20, and IBM SPSS Amos software are used to process data from an official survey of 254 people who have used P2P Fintech from January 5 to February 23, 2022. The results show that P2P Fintech provides products with a better customer experience, and there is a change in customer payment trends. Therefore, bank managers should create appropriate policies for the sustainable development of their banks that would involve establishing their P2P activity and ensuring their customers’ satisfaction. Commercial banks need to clarify their responsibilities with service providers and clearly define the data provided to Fintech in order to avoid unintended cases: legal risk that service providers are prohibited or prevented from functioning; potential capital loss or payment delay, ... Moreover, there are risks when using a P2P fintech system, such as technology development, or when the software is discontinued, the level of risk will be very high.

Received: October, 2021

1st Revision: May, 2022

Accepted: August, 2022

DOI: 10.14254/2071-8330.2022/15-3/12

JEL Classification: L25, L81, O33

Keywords: Fintech P2P, satisfaction, net promoter score, banking industry