Consumer Trust in Digital Financial Services in Egypt: A Qualitative Analysis

Rana Waiel El-Masry () and Hebatallah Ghoneim
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Rana Waiel El-Masry: New Giza University

A chapter in Positive Performativity and Transformative Management Research, 2026, pp 321-339 from Springer

Abstract: Abstract This study explores the determinants of consumer trust in digital financial services within the Egyptian economy, which is a critical factor in achieving financial inclusion and sustainable development. Utilizing a qualitative methodology, the research draws on semi-structured interviews with 20 diverse participants to identify how regulatory frameworks, technological security features, user experiences, and social dynamics influence trust. Thematic analysis revealed three major themes: (1) regulatory and security measures, where biometric authentication and perceived Central Bank oversight enhanced trust; (2) user experience and accessibility, highlighting the role of intuitive design and transaction simplicity; and (3) trust dynamics and social influence, showing how peer recommendations and institutional responsiveness foster or erode trust. While Egypt has made significant strides in digital finance adoption, driven by Central Bank of Egypt policies, users remain skeptical of enforcement visibility and complex policy communication. The findings underscore that trust is not built solely through technological reliability but requires effective regulation, user-centric design, and social reinforcement. This research offers insights for policymakers and financial service providers seeking to deepen digital financial inclusion in Egypt and comparable emerging markets, stressing the importance of transparent enforcement, digital literacy, and responsive service ecosystems in building sustainable trust.

Keywords: Digital Financial Services; Trust; Financial Inclusion; Qualitative Research; Fintech Adoption; Egyptian Economy (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-032-11198-2_13

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DOI: 10.1007/978-3-032-11198-2_13

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