Exploring Customer Awareness towards Their Cyber Security in the Kingdom of Saudi Arabia: A Study in the Era of Banking Digital Transformation

Abstract

The annual rate of cybersecurity breaches has risen in the last few years, exposing millions of records in some cases. The average data breach cost in 2021 was a massive $4.24 million. This study examines customer awareness and satisfaction with cybersecurity in the context of the digital transformation of banking in Saudi Arabia. The study is empirical and based on the data collected from 355 banking customers in Saudi Arabia. Three significant aspects of cybersecurity, including cyberattacks, phishing, and hacking, have been analyzed through various dimensions. Customer satisfaction with bank cybersecurity assistance and their expectations of technical support and services on cybersecurity has also been studied. ANOVA and bivariate regression analysis are used to study the impact of cyberattack, phishing, hacking, cybersecurity assistance, and expectations on cybersecurity’s technical awareness on customer satisfaction. The results show that digital transformation has boosted the banking sector, and users benefit from online services. However, an increase in the awareness level of customers on cyberattack, phishing, and hacking activities will influence customers’ satisfaction with digital transactions. The results also revealed that customers need more satisfaction on security level aspects from the bank’s side, and banks should provide regular training programs to safeguard customers from cyberattacks. If banks prepare more secure cybersecurity management, their long-term sustainability goals could be easily achieved.