Perception of Fraud Risk and Trust in Digital Banking: A Comparative Analysis Among BBVA Bancomer Mexico and Revolut Ireland from Cultural Perspective

Reyes Rodriguez, Maritza (2025) Perception of Fraud Risk and Trust in Digital Banking: A Comparative Analysis Among BBVA Bancomer Mexico and Revolut Ireland from Cultural Perspective. Masters thesis, Dublin, National College of Ireland.

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Abstract

The objective of this research is to observe the perception of trust, risk, and technological acceptance in digital banking within two cultures: Mexico (BBVA Bancomer) and Ireland (Revolut). This study uses the Unified Theory of Acceptance and Use of Technology (UTAUT) to establish its theoretical framework, however it was not applied in its original form, instead, its constructs were adapted and complemented with additional variables to capture the cultural and regional factors influencing fraud risk perception and trust in digital banking Venkatesh et al. (2012). From a quantitative perspective, a questionnaire was designed to capture variables later reflected in constructs such as performance expectancy (Total Trust in Digital Banking), effort expectancy (Preference for Traditional Banking), and perceived risk through Pearson correlation and Student’s t-tests, the analysis shows a very similar results across countries with no statistically significant differences. In addition, a sentiment analysis was performed using 20,000 Revolut reviews and 2,882 BBVA Bancomer reviews were collected through scraping, emotional and rational patterns in the adoption of financial technologies were investigated. Implemented a Traditional models (Logistic Regression, Random Forest, Support Vector Machines) and a Deep Learning Model (Long Short Term Memory) were trained and evaluated, obtaining an average accuracy of 76 (Revolut) and 72 (BBVA) in sentiment classification. The findings contribute that sentiment analysis provides a complement to the more rational perspectives obtained through surveys.

Item Type:	Thesis (Masters)
Supervisors:	Name Email Del Rosal, Victor UNSPECIFIED
Subjects:	H Social Sciences > HG Finance > Banking > E-banking H Social Sciences > HG Finance > Financial Services H Social Sciences > HG Finance > Fintech T Technology > T Technology (General) > Information Technology > Fintech
Divisions:	School of Computing > Master of Science in FinTech
Depositing User:	Ciara O'Brien
Date Deposited:	20 Aug 2026 11:46
Last Modified:	20 Aug 2026 11:46
URI:	https://norma.ncirl.ie/id/eprint/9581

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