Accessibility and perceived cost of digital banking services in a security crisis context in Goma, DR. Congo: At what price digitalization?

Abstract

This study has investigated the determinants of access to digital banking services in the context of a security crisis in Goma, Democratic Republic of Congo. Its primary objective has been to examine the extent to which cost perception has influenced the adoption of digital financial services within an environment marked by instability and socio-economic disparities. A mixed-methods approach has been employed, combining a quantitative survey of 400 bank clients with a logit econometric analysis, as well as qualitative interviews conducted with selected bank employees and representatives of business associations. The findings have revealed that although 89% of respondents have held a digital bank account, only 37.5% have used it regularly. Contrary to expectations, cost perception has not exerted a statistically significant effect on usage (p = 0.746). The study has further demonstrated that, despite functional limitations primarily linked to network connectivity issues, all commercial banks operating in Goma have implemented digital solutions that have supplemented traditional banking services and have ensured the continuity of essential financial services during the crisis period. However, socio-professional status, monthly income, digital literacy, and access to mobile networks have emerged as significant determinants. Additionally, the survey has highlighted a lack of fee transparency, which has contributed to user distrust. The study has concluded that financial inclusion policies in fragile contexts must be rethought by promoting digital literacy, enhancing pricing transparency, and improving connectivity infrastructure. It has contributed to a deeper understanding of digital exclusion dynamics in crisis settings and has opened the way for comparative research in other chronically unstable regions.

Keywords: financial inclusion, digital banking services, cost perception, digital literacy, security crisis.

JEL Classification: G21, D12, O33, I38, R28

Paper Type: Empirical Research