Addressing User Concerns: A Qualitative Study on Data Privacy in Mobile Banking

Abstract

The purpose of this study is to give evidence that sheds light on the complexities of data privacy problems in mobile banking within the setting of Pakistan. Trust plays a vital role, which is linked with socio-cultural dynamics, user experience, and regulatory knowledge, according to the results of a thematic analysis of in-depth interviews and focus group discussions from various ranges of participants. In light of these findings, it is imperative that financial institutions modify their mobile banking services so that they are in line with the values of the local community, place notable importance on open and honest communication, and adjust to the regulatory landscape. Although the findings contribute to the improvement of security and the promotion of self-confidence in Karachi's digital economic environment, it is very important to recognize the limits of the study, which include the qualitative character of the research and the possibility of selection bias.