Online Banking Fraud: Key Findings and Comparison between Bankers and Customers

Key Findings

The following are the key takeaways from the study on online banking fraud in Pakistan:

• Customer Verification Process: A robust customer verification process is considered “Very Important” by 64% of bankers and 62% of customers.
• CNN Classifier Importance: The CNN classifier is deemed “Very Important” in addressing identity theft and fraud cases by 53% of bankers and 67% of customers.
• Satisfaction with Response and Resolution: Bankers are more satisfied (70%) than customers (61%) with the response and resolution provided by online banking services in Pakistan.
• Current Privacy Policies: 70% of bankers are fully satisfied, while 61% of customers are fully satisfied with the current privacy policies.

Comparison between Bankers and Customers

There are some interesting differences in responses between bankers and customers:

• Robust Customer Verification Process: More bankers (64%) consider a robust customer verification process important compared to customers (62%).
• CNN Classifier Importance: Both groups value the CNN classifier’s importance similarly, but customers rate it more highly.
• Satisfaction with Response and Resolution: Satisfaction levels vary between bankers and customers for response and resolution provided by online banking services.

References

The following studies support these findings:

1. Kamran et al. (2021)
2. Salam et al. (2022)
3. Mustafa et al. (2020)

If you have any questions or would like further clarification, feel free to ask!