The effects of the fintech company growth on bank performance through balanced scorecard – a Delphi study

Purpose This study is based on the four perspectives (customer, financial, internal process and learning and growth) of the balanced scorecard (BSC) and the Delphi technique to examine the impacts of fintech company growth on bank performance in the digital age. It aims to provide a comprehensive understanding of the interaction between fintech and banking in this context. Design/methodology/approach By combining the four perspectives of the BSC with a review of relevant literature, an orientation questionnaire is constructed. Subsequently, the Delphi technique is employed to explore the impact of fintech company growth on four perspectives of bank performance. Findings The findings reveal that fintech company growth has both positive and negative effects on bank performance across various sub-perspectives. Nonetheless, the overall results indicate that fintech company growth generally enhances bank performance. In particular, the expansion of fintech companies contributes to improved customer satisfaction, financial outcomes, internal processes, and the learning and growth of bank staff. Originality/value This study is considered original, as it utilizes the four perspectives of the BSC and the Delphi technique to provide novel insights into the literature through a comprehensive evaluation of the impact of fintech company growth on bank performance. Furthermore, it offers significant evidence that can serve as a foundational framework for future research.