The impact of cyberattacks awareness on customers’ trust and commitment: an empirical evidence from the Pakistani banking sector
Information and Computer Security
ISSN: 2056-4961
Article publication date: 29 August 2023
Issue publication date: 16 November 2023
Abstract
Purpose
The banking industry has always been vulnerable to cyberattacks. In recent years, Pakistan’s banking sector experienced the most intense cyberattack in its over 70-year history. Due to these attacks, a large number of debit card accounts of major banks were negotiated. This study aims to examine the impact of cyberattack awareness and customers’ commitment levels after these cyberattacks.
Design/methodology/approach
The study integrated the commitment–trust theory framework for the relationship of trust and commitment to the usage of online banking services. The partial least square structural equation modeling is being used to explore the relationship between customer’s trust, which is an outcome of continuous usage, and customer perception of affirmative cybersecurity measures the bank.
Findings
The findings revealed that customer trust in online banking is positively associated with customer commitment, but customers’ cyberattack awareness negatively impacts customer trust and commitment to online banking.
Practical implications
The study highlights the importance of proactive communication, transparency and robust incident response that helps organizations establish themselves as trustworthy entities while prioritizing customer information and transaction protection.
Originality/value
The authors report on how cyberattacks on the banking sector influence the trust and commitment of the customers in the sector. The variable of cyberattack awareness used in this study is novel in online banking literature.
Keywords
Citation
Bajwa, I.A., Ahmad, S., Mahmud, M. and Bajwa, F.A. (2023), "The impact of cyberattacks awareness on customers’ trust and commitment: an empirical evidence from the Pakistani banking sector", Information and Computer Security, Vol. 31 No. 5, pp. 635-654. https://doi.org/10.1108/ICS-11-2022-0179
Publisher
:Emerald Publishing Limited
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