Consumer trust relations with payment cards and banks: an exploratory study

The article focuses on the ways in which consumer complaints reflect the trust relationship between consumers, payment cards and banks from the consumers' point of view. The empirical data consist of consumer complaints from Finland and are analysed with qualitative method. The data show that consumers use payment cards in various places for different purposes at home and abroad at least until something unexpected and problematic happens. According to the consumer complaints, in problem situations, the banks blame the consumers and categorically deny their responsibility. Negligence on the part of the consumers and questions concerning technology are the major reason for distrust concerning the reliability of payment cards. These findings provide bases for practical guidelines to increase trust in payment cards and, finally, implications for consumer education are discussed.