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Users and Regulator Factor

In: Financial Inclusion, Technology and Virtual Banking

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  • Sau Wai Law

    (University of Reading)

Abstract

The absence of physical interaction within fully-virtual platforms engenders a fundamental human need for connection and reassurance. Human touch, characterized by empathetic personal interaction, plays a pivotal role in cultivating trust and addressing concerns related to privacy, data security, and service reliability. It represents an integral aspect that cannot be adequately substituted by technological advancements alone. In the absence of such human touch, regulatory entities are compelled to intervene as a last resort when fully-virtual platforms fail to meet user expectations. By implementing policies that prioritize user protection, privacy, and quality standards, regulators have the potential to instill confidence and bridge the trust gap between virtual and physical experiences. Regulatory intervention serves as a safeguard, establishing a framework for accountability, transparency, and effective dispute resolution. Through these measures, user trust and acceptance of fully-virtual platforms can be heightened, thereby ensuring their successful adoption in the broader digital landscape.

Suggested Citation

  • Sau Wai Law, 2024. "Users and Regulator Factor," Springer Books, in: Financial Inclusion, Technology and Virtual Banking, chapter 0, pages 63-87, Springer.
    • Handle: RePEc:spr:sprchp:978-981-97-1127-7_4
    DOI: 10.1007/978-981-97-1127-7_4
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