The Impact of Financial Scams on Consumer Trust in the Banking Sector: A Qualitative Analysis
Faisal Akbar, Junaid Hussain, Muhammad Umar Usman, Jamil Afzal · International Journal of Discovery in Social Sciences · 2025
The high rate of digitization in Pakistan's banking sector has changed financial habits, but it has also made consumers vulnerable to advanced forms of financial fraud. This paper examines the affective, psychological, and behavioral consequences of banking scams on Pakistan-based consumers, focusing on their experiences and confidence in the banking system. By conducting a qualitative thematic analysis of interview data with 15 people who suffered scams, the study recognizes several scam-type variations, such as OTP phishing, fraudulent online purchases, and impersonation, and analyzes them in terms of their effects on the victim's perception and behavior. Results show that the effects of scam experiences are feelings of deep emotional distress, such as feelings of shame, anxiety, and a loss of self-confidence, and frequently because of cultural stigma. Institutional responsiveness comes out as a key element: compassionate treatment reinforces trust, whereas dismissive or accusatory reactions lead to increased symptoms of distrust and withdrawal. It is discovered that consumer vulnerability varies and is situational and depends on the gaps in digital literacy, manipulation through emotions, and weaknesses in the system as far as the learning of the consumer is concerned. Post-scam behaviors include adaptive caution down to maladaptive avoidance of digital financial services, with implications for financial inclusion objectives. Participants advocate strongly for proactive consumer education, transparent institutional communication, and coordinated regulatory action. The study contributes to both academic literature and practical policy by highlighting the socio-emotional dimensions of scam victimization in Pakistan’s digital banking ecosystem. It calls for holistic, consumer-centered strategies to strengthen trust and resilience in the face of evolving financial scams.