Article

RETRACTED: Customer satisfaction in peer-to-peer lending platforms: A text mining and sentiment analysis approach

Sarasanabelli Prasanna KumariVIT-AP School of Business (VSB), VIT-AP University, Amaravati, Andhra Pradesh, IndiaAli B.M. AliAir Conditioning Engineering Department, College of Engineering, University of Warith Al-Anbiyaa, Karbala, IraqMadhusmita MohantyVIT-AP School of Business (VSB), VIT-AP University, Amaravati, Andhra Pradesh, IndiaBibhuti Bhusan DashSchool of Computer Applications, KIIT Deemed to be University, Bhubaneswar, IndiaMuhammad RafiqCollege of Business Administration, Prince Mohammad Bin Fahd University, Saudi ArabiaSachi Nandan MohantySchool of Computer Science & Engineering (SCOPE), VIT-AP University, Amaravati, Andhra Pradesh, IndiaIskandar ShernazarovDepartment of Chemistry and Its Teaching Methods, Tashkent State Pedagogical University, Tashkent, UzbekistanNashwan Adnan OthmanNadia BatoolUniversity of Potsdam

Results in Control and Optimizationjournal2025en

ABI

Abstract

This study examines customer experience and satisfaction with peer-to-peer (P2P) lending platforms in India by analyzing user-generated online reviews. Despite the rapid expansion of India’s P2P lending market, few studies have analyzed consumer feedback to evaluate platform performance. To address this gap, 11,000 customer reviews were scraped from nine leading Indian P2P platforms. Text mining and sentiment analysis techniques, specifically Frequency Analysis, Convergence of Iterated Correlations (CONCOR) cluster analysis, and Exploratory Factor Analysis (EFA) were employed to extract latent satisfaction drivers. The analysis identified key experience drivers such as customer support, loan processing speed, usability, and fraud-related concerns. EFA distilled these into three underlying satisfaction factors: Positive Experiences and Core Functionalities, Customer Support and Overall Experience, and Efficiency in Application Interaction. The study reveals India-specific insights into digital lending behavior and provides targeted recommendations for improving platform trust, responsiveness, and financial accessibility, essential to user retention and financial inclusion in India’s evolving FinTech ecosystem.

Topics

FinTech, Crowdfunding, Digital Finance Digital Marketing and Social Media Sharing Economy and Platforms

Identifiers

DOI: 10.1016/j.rico.2025.100598

Citations and references

Cited by 039 references

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