Customer Trust Research Articles

Cybersecurity Measures Safeguarding Digital Assets and Mitigating Risks in an Increasingly Interconnected World

As interconnectivity and reliance on digital technologies continue to rise exponentially, so too do cybersecurity threats and risks. Malicious cyber actors are employing increasingly sophisticated techniques to target valuable data and disrupt critical systems and infrastructure. The impacts of successful cyber-attacks can be financially devastating and undermine an organization's reputation and customer trust. This paper examines how firms may utilize strong cybersecurity to protect digital assets and reduce risks in a connected society. As technology and communications improve, cyber threats do too. Problems keep popping up. Malware, phishing scams, and data breaches still harm businesses. Hackers can also get in simpler with more linked devices and the Internet of Things. This makes protecting digital assets and systems, networks, and critical infrastructure from sophisticated cyberattacks even more crucial. Cybercriminals can steal data, intellectual property, money, and customer information in many ways. Advanced persistent threats are used by state-backed parties for eavesdropping and geopolitics. Therefore, organizations in all professions and industries must prioritize safety and risk reduction. Businesses may increase their safety with technical, process-based, and strategic cybersecurity solutions, according to the report. This requires strong access restrictions, networks, encryption, software security, and audits. Human aspects like cyber awareness training and a comprehensive plan that matches an organization's risks and resources are considered. A thorough security plan discusses international conventions, following the rules, and using modern technologies. Two case studies demonstrate real-world operations. The first describes how a large retailer stopped a complex APT with numerous defenses. Learn how crucial segmentation, detection tools, incident reaction, and public-private partnerships are. The second one examines a major hotel chain data breach and offers simple measures like strong passwords and vendor tracking to reduce similar dangers. Even if digital adversaries are getting smarter, basic cybersecurity "hygiene." can block many attempts, the report concludes. No organization is totally safe, but following basic rules, laws, and best practices can help protect people, organizations, and governments' assets in today's linked globe. Researchers may investigate how blockchain and AI might lessen hacking risks.

IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY IN LIFE INSURANCE SECTOR: THE MEDIATING EFFECT OF CUSTOMER TRUST

The aims of this article is to analyze the Impact Of Service Quality On Customer Loyalty In Life Insurance Sector with The Mediating Effect Of Customer Trust. The primary data has been collected through structure questionnaire by using google form. A descriptive research design is used and the result of this study is based on 72 respondents collected through purposive sampling technique. Statistical tools such as descriptive statistic, one-way ANOVA, independent t-test, correlation analysis, and regression is used to measure the relationship between the variables. The result of this study shows that service quality and customer trust both has an significant relationship with customer loyalty. The study found that trust had a greater influence on determining customer loyalty than service quality. Also there is no any significant effect of demographic factors on customer loyalty. The findings of this article suggest, the insurance company have to increase the quality of service to make a loyal customer and improve the customer trust by providing various scheme and premium. Keywords: Service Quality, Customer Trust, Customer Loyalty, Life Insurance Sector

The Impact of Brand Reputation on Industries in Saudi Arabia on Mada Carpet

This research investigates the impact of brand reputation on the Mada Carpet industry in Saudi Arabia. The study aims to examine the relationship between brand reputation and customer trust, as well as the subsequent effects on customer outcomes. A theoretical model is proposed, wherein brand reputation serves as the independent variable, customer trust acts as the mediating variable, and customer outcomes represent the dependent variable. The research employs a quantitative and qualitative research design, utilizing survey questionnaires to collect data from a sample of customers and employees in the Mada Carpet industry. The findings of this study contribute to the understanding of the significance of brand reputation and customer trust in the carpet industry, providing insights for practitioners to enhance customer outcomes. Theoretical and practical implications, limitations, and suggestions for future research are discussed based on the results obtained.

Peranan Relationship Marketing pada Keputusan Nasabah dalam Menggunakan Tabungan IB Haji di PT Bank KB Bukopin Syariah Cabang Bukittinggi

This research is motivated by fluctuations in the percentage increase in the number of savings customers. IB Hajj at PT Bank Kb Bukopin Syariah Bukittinggi Branch, because relationship marketing is an approach taken by Relationship Officers to prospective customers. Current research aims to find out what or how the Role of Relationship Marketing on Customer Decisions in Using IB Hajj Savings at PT Bank Kb Bukopin Syariah Bukittinggi Branch. The research conducted by the author is using a method with a qualitative approach, where the data sources taken by the author are primary data and secondary data. As for the data collection techniques, namely observation techniques, interviews and field documentation techniques. And the data analysis technique carried out by the author is obtained through data analysis, namely reduction, display, conclusions and data verification. Through the results of research and analysis that has been done by the author, it can be concluded that relationship marketing is very instrumental in making customer decisions in using IB Hajj savings at PT Bank KB Bukopin Syariah Bukittinggi Branch. This can be seen from the increasing number of customers, increasing the trust of prospective customers in making decisions to use IB Hajj savings, establishing a good relationship between prospective customers and the bank and can also establish a good relationship between prospective customers and PT Bank KB Bukopin.

A Study on the Customer Satisfaction towards Online Shopping in Gwalior Locality

Online shopping can be defined as the process customers go through to purchase products or services over the internet. Satisfaction plays a major role in online business because it helps to build customer trust, enhances favourable word of-mouth reports, leads to repeat purchases, predicts purchase behaviour and predicts the internet retailer’s endurance and success. The present study is an attempt to find out the customer satisfaction towards online shopping. From the study it is clear that the respondents are satisfied with online shopping services and the most used mode of payment is net banking. The study suggested that the Government should establish consumer protection mechanism to monitor online purchasing, which could enhance the confidence of public in online shopping system. Keywords: customer, customer satisfaction, online shopping

ADVANCING DATA SECURITY IN GLOBAL BANKING: INNOVATIVE BIG DATA MANAGEMENT TECHNIQUES

In the context of the rapidly evolving digital landscape, the banking sector faces unprecedented challenges in data security due to the massive volumes of sensitive information they manage. This paper examines the implementation and efficacy of innovative big data management techniques within global banking institutions to enhance data security. It discusses the integration of predictive analytics, the impact of regulatory changes, and the adoption of emerging technologies like blockchain and advanced encryption, which collectively redefine data security strategies. The study utilises a qualitative case study approach focusing on three central banks—JPMorgan Chase & Co., HSBC Holdings plc, and the Industrial and Commercial Bank of China—highlighting how each bank utilises big data techniques to address specific security challenges, comply with regulations, and enhance customer trust. The findings underscore the crucial role of innovative data management strategies in mitigating risks and safeguarding data against cyber threats, suggesting that these technologies fulfil security needs and offer competitive advantages in customer trust and regulatory compliance. The paper concludes with strategic recommendations for banks to enhance their data security measures and suggests directions for future research in data security within the banking industry.

Quality assessment of biomass pellets available on the market; example from Poland.

This study evaluates the quality of 30 biomass pellets sold for residential use in Poland. It provides data on their physical, chemical, and petrographic properties and compares them to existing standards and the information provided by the fuel producers. The results reveal considerable variations in the quality of the pellets and show that some of the purchased samples are not within the DINplus and/or ENplus certification thresholds. Among all 30 purchased samples, only one passes the quality thresholds set by the PL-US BIO, a newly established quality certification in Poland that combines quality assessment following DINplus with optical microscopy analysis. The primary issues causing a decrease in pellet quality include elevated ash and fines content, compromised mechanical durability, too low ash melting temperature, and additions of undesired additions like bark, inorganic matter, and petroleum products. Our research highlights the need for improved fuel quality control measures, and transparent and accurate product labeling, as well as the need for a comprehensive and publicly available national database of solid biomass fuel producers and fuels sold. These are essential steps toward increasing customers' awareness and trust, encouraging them to embrace biomass fuels as reliable and sustainable sources of energy.

The Effect Of Customer Satisfaction And Trust On Customer Loyalty In The Shopee Marketplace

This research aims to test the influence of trust and customer satisfaction on customer loyalty, test the influence of trust on customer loyalty and test the influence of customer satisfaction on customer loyalty. This research uses a quantitative descriptive method by distributing questionnaires via Google Form with purposive sampling, namely Shopee users as an online shopping platform for consumers in Depok. A purposive sampling method of 150 respondents was used for the sampling. SPSS 26 was used to calculate the multiple linear regression variable test to analyze the research data results. The research results show that customer satisfaction and trust are important in forming customer loyalty to Shopee. Factors such as ease of use, wide product selection, responsive customer service, and security of online transactions influence customer satisfaction levels. In addition, customer trust in the security of online transactions and product quality also plays a key role in building long-term relationships between customers and e-commerce platforms. The R square value of 0.725 indicates that most of the variation in customer loyalty levels can be explained by customer satisfaction and trust in Shopee in Depok. At the same time, the rest is influenced by other factors, such as quality. Product and brand preferences.

Relationship between Customer Satisfaction, Customer Trust, and Loyalty of Beauty Salon Consumers

With the improvement of modern standards and the development of science and technology, the quality of life of consumers is improving and the importance of customer service is being emphasized, and consumers are demanding higher quality services than the price compared to the investment cost. Therefore, this study improved service quality for consumers and studied the relationship between customer satisfaction, customer trust, and loyalty. A total of 500 handwritten questionnaires were distributed to adult men and women and analyzed through SPSS 22.0 program to determine the relationship between customer satisfaction, customer trust, and loyalty of beauty salon consumers. The data and analysis methods are as follows. Frequency analysis was conducted to find out the general information of the survey subjects, factor analysis (principal component analysis, Verimex) and reliability analysis were conducted to determine the validity and reliability of each variable, the impact of customer satisfaction on customer trust and loyalty, and customer Regression analysis was conducted to determine the effect of trust on loyalty. Through this study, the will to study ways to improve service quality and to accumulate and provide data that can be applied in practice was revealed.

Understanding of The Important Role of Online Customer Reviews in Social Commerce on Customer Trust and Impulse Buying 

This research aims to investigate the impact of online customer reviews on customer trust and impulse buying, by utilizing the Stimulus- Organism-Response (S-O-R) theoretical framework. Furthermore, it ex- amines the impact of customer trust as a mediating variable between online customer reviews and impulse buying. Data was obtained through the use of an online questionnaire which was filled out satisfactorily by a total of 150 participants. Participants in this research were individuals who had engaged in impulsive online purchasing behavior and demonstrated con- sumer trust. The methodology used in this research involves the utilization of Structural Equation Modeling with Partial Least Squares (SEM-PLS). The findings show that online customer reviews significantly influence con- sumer trust and impulse buying, while consumer trust significantly influ- ences impulse buying. Moreover, consumer trust partially mediated the relationship between online customer reviews and impulse buying. This research encourages online customer reviews for social commerce in Indo- nesia. When customer trust increases, consumers will make impulse pur- chases based on recommendations. Individuals who show a tendency to engage in impulsive online purchasing behavior are supported by the trust that the individual has. This research provides theoretical and practical implications that can provide valuable insight for further online consumer purchase research.

Trustworthy E-KYC Systems Using Blockchain

In today’s world, Leveraging technological advancements, such as digital identity verification and biometric authentication, has streamlined and modernized KYC processes. These innovations not only enhance efficiency but also contribute to a more user-friendly experience for customers. In this contemporary landscape, staying informed about evolving regulations and industry-specific practices is indispensable for effective KYC implementation. Financial institutions must continuously adapt to the changing regulatory environment and leverage technological solutions to maintain the integrity of their KYC processes. This proactive approach is crucial not only for compliance but also for building trust between customers and stakeholders in an era where financial security and transparency are paramount. KYC procedures have been simplified and brought up to date by utilizing technology innovations like biometric authentication and digital identity verification. These advancements contribute to a more user-friendly experience for customers in addition to increasing efficiency. Keeping up with changing laws and sector-specific procedures is essential for implementing KYC successfully in the modern world. It is imperative for financial institutions to consistently adjust to the dynamic regulatory landscape and utilize technological advancements to uphold the integrity of their KYC procedures. This proactive strategy is essential for both compliance and fostering stakeholder and customer trust in a time when financial stability and openness are critical. Index Terms – KYC - know your customer, AML - anti-money laundering, CTF - counter-terrorism financing Keywords – KYC, blockchain, etherium, encryption, compression

「외식경영연구」에서 매개효과 검증에 관한 연구 동향 분석

In this study, we looked at research trends on verification of mediation effects through papers published in 「Restaurant Management Research」. As a result of the analysis, first, recently (since 2020), interest in the mediation effect among restaurant management researchers has increased. Second, regression analysis and structural equation modeling are mainly used as mediation effect verification methodologies. Third, the mainly used parameters are customer satisfaction, self-efficacy, trust, perceived value, innovative behavior, subjective norm, primary satisfaction, and emotional response. And after 2020, trust, emotional response, and subjective norm were used a lot. The results of this study will be able to provide basic information to restaurant management researchers who wish to conduct research to verify mediation effects in the future. It is also meaningful in that it provides a theoretical basis for selecting appropriate parameters according to the characteristics of the research subject.

CYBER SECURITY ATTACK DETECTION MODEL USING SEMI-SUPERVISED LEARNING

The increasing digitalization of our society has brought about numerous benefits, enabling seamless communication, convenient transactions, and efficient operations. However, with this growing reliance on interconnected systems and information technology, the risk of cyber-attacks has also surged. Cyber threats, such as data breaches, ransomware, and sophisticated malware, have become more prevalent, threatening the confidentiality, integrity, and availability of critical data and services. Organizations across industries face the daunting challenge of defending against a wide array of cyber-attacks that continue to evolve in complexity and stealth. In response to this ever-changing cyber threat landscape, Cyber Security Risk Management (CSRM) and attack detection have become critical components of any comprehensive cybersecurity strategy. The ability to identify and mitigate cyber risks and swiftly detect malicious activities is paramount for safeguarding sensitive information, preserving business continuity, and maintaining the trust of customers and stakeholders. A novel approach to Cyber Security Risk Management through an Attack Detection Model that utilizes Semi-Supervised Learning Auto-Encoders in conjunction with Probabilistic Bayesian Networks. The study compares the performance of Multi Connect Variational Auto-Encoder (MC-VAE), Probabilistic Bayesian Networks (PBN), and a combined model of MC-VAE and PBN. The study employs the NUSW-NB15_GT dataset for training and evaluation purposes. Notably, the Semi-Supervised Learning with Probabilistic Bayesian Networks (SSL-PBN) model demonstrates exceptional results, achieving a precision rate of 94% and a recall rate of 90%. The F1 score of 0.9191 highlights the SSL-PBN model's efficacy in achieving a balanced trade-off between precision and recall, critical for minimizing false positives and false negatives...

A STUDY OF CONSUMER BUYING TRUST ON E- COMMERCE

One of the reasons that customers do not make purchases from online merchants is because they do not trust them, which is a response that is frequently given by customers. It is more difficult to build reliability with clients in the setting of the online environment since there are no physical clues and there is no physical link between the parties involved. Therefore, it is crucial for businesses to obtain the information necessary to effectively manage the confidence that customers have in online buying. This trust is essential for businesses to maintain. In spite of this, it might be challenging for online vendors to acquire the trust of customers through the utilization of the internet. In order to acquire a more in-depth knowledge of the amount of confidence that clients have in online buying, this dissertation was created with the purpose of attaining that comprehension. The identification of major factors that lead to the growth of customer trust in online commerce was something that we were interested in. We carried out an empirical study with the purpose of evaluating how customers perceive the significance of several aspects that were chosen in order to make them feel trustworthy enough to make transactions online. The research investigation that we conducted revolved around these aspects as its foundation. The fundamental information was acquired by means of a questionnaire, and we made the decision to carry out our investigation by means of a survey as our method of inquiry. When we made our discovery, we found that there are a great many factors that contribute to the construction of trust. These factors are essential for clients to take into consideration when they are making purchases utilizing the internet. It is crucial to provide clients with a sense of security and privacy features in order to assure them that they will be able to make transactions online with complete assurance. Companies are unable to directly alter the level of trust that their customers have in them since there is no opportunity for them to do so. To accomplish this, all that is required of them is to fashion circumstances that motivate individuals to feel trusting of one another. A marketplace has the potential to be trustworthy; yet, in order for the marketplace to be trusted, the participants on the marketplace must first feel trust in order for the marketplace to be trusted. Keywords: consumer trust, e-commerce, online shopping, website security, social proof, transparency, customer service.

Strategies to Build Customer Trust Based on Service Quality and Relationship Quality: Anchorage Study in Riau Islands

This study examines the potential of anchor anchor services in Riau Islands Province (Kepri), focusing on service quality and customer relationships that can affect the satisfaction of anchor anchor service users. Data from a survey of 100 vessels using anchor berthing services in Kabil Kepri waters shows that the quality of service and the quality of customer relationships significantly affect customer satisfaction. The results of regression analysis show that service quality and relationship quality simultaneously contribute greatly to customer satisfaction, with the value of the coefficient of determination reaching 68%. Service quality has a greater influence than relationship quality on customer satisfaction. The implications of this study show that quality service and good customer relations can increase customer satisfaction in using anchor anchor services. The conclusion of this study emphasizes the need for a comprehensive strategy in improving service quality and customer relations in anchorage management in Riau Islands waters. Suggestions for further research are further exploration of more representative indicators of service quality and customer relations as well as increased academic studies in the field of port marketing, especially related to anchorage objects.

Accad Transformation in the Age of Digitalisation: Challenges and Adaptation in the Context of Islamic Finance

This research explores the challenges and adaptations encountered by Islamic financial institutions, known as Accad, in the age of digitalization within the context of Islamic finance. Through qualitative analysis of interviews with key stakeholders, including Accad executives, Sharia scholars, regulators, and technology experts, the study elucidates the complexities of integrating digital technologies with Sharia principles while navigating regulatory, technological, and customer trust challenges. The findings reveal the multifaceted nature of digitalization challenges for Accad, ranging from Sharia-compliant product innovation to regulatory compliance and talent development. However, Accad have implemented various adaptation strategies, including collaboration with fintech firms, capacity building, customer education, and regulatory engagement, to foster innovation, enhance trust, and navigate the digital transformation landscape effectively. The research contributes to the broader discourse on digitalization in Islamic finance and offers insights for Accad and industry stakeholders to harness the opportunities presented by digitalization while upholding Sharia principles and meeting the evolving needs of Islamic finance customers.

دور التجارة الإلكترونية في التأثير على المسؤولية الاجتماعية: دراسة تطبيقية على شركة نون

E-commerce is considered one of the modern phenomena that has significantly impacted businesses, exerting a noticeable influence on corporate social responsibility. The aim of the study was to understand the role of e-commerce in influencing corporate social responsibility through an analysis of a case study on Noon company. The descriptive-analytical methodology was followed, and a questionnaire was used as a data collection tool. A total of 375 questionnaires were distributed, and 352 valid responses were retrieved, resulting in a response rate of 94%. The study results demonstrated that e-commerce plays a crucial role in enhancing the social responsibility of Noon company. Additionally, the results indicated a statistically significant positive impact of e-commerce on the economic, legal, ethical, and humanitarian dimensions of corporate social responsibility. The study recommended that Noon company's management should raise awareness among its employees about the concept of e-commerce by enabling and training them on specialized e-commerce programs and fostering a social culture conducive to e-commerce. Furthermore, the management should activate electronic payment processes through its website by accepting credit cards, smart cards, or electronic checks, and continue to develop and update the technological infrastructure of Noon company, including e-commerce platforms and secure payment systems, to enhance customer experience and trust.

The Effect of Islamic Marketing Mix, Service Quality and Product Quality on Consumer Loyalty of Microfinance Institution: Does Perceived Value act as mediator?

The competition among financial institutions for customers is fierce. Moreover, the majority of people in Indonesia prefer giant financial institutions that are considered more competent and safe in their financial affairs. This makes some microfinance institutions such as BMT NU East Java have to try very hard in getting customers. BMT NU East Java must formulate the right strategy to get new customers and make customers loyal. This research aims to gain a great understanding on how consumer is loyal to microfinance institution and which one from Islamic marketing mix, service quality, product quality and perceived value, became variable that influence consumer loyalty. The research is quantitative research and conduct at BMT NU Jawa Timur. The data is collected from 200 consumer of BMT NU. This study is quantitative research with 200 BMT NU Jawa Timur customer samples. It uses non-probability sampling and the Data collected will be analyzed with the help of SPSS software to get statistical techniques for correlation and regression (validity test, reliability test, classic assumption test, path analysis, t-test, trimming test. The result shows that service quality and product quality were variable which most affect consumer loyalty. Perceived value also can mediate Islamic Marketing mix, service quality, and product quality variables on customer loyalty. In this case, the loyalty of consumer can be created with giving more responsiveness and empathy to consumer. It also can be created with great reliability and performance that exist in the microfinance product. The results of this research can be applied by BMT NU East Java by strengthening services and financial products to gain customer trust. This research can be a reference for other researchers who want to research Islamic microfinance by providing additional variables and different points of view

Tourists’ Willingness to Adopt AI in Hospitality—Assumption of Sustainability in Developing Countries

This study explores the impact of artificial intelligence (AI) on customer perceptions and behavior in restaurants, airline companies, and hotel sectors within the hospitality industry of Iran. The primary objective is to analyze how AI affects customer trust, brand engagement, electronic word-of-mouth (eWOM), and tourists’ readiness to use AI technologies. Using a comparative analysis approach and surveys, this research tests hypotheses about the effects of artificial intelligence on various dimensions of customer interaction. The findings highlight significant relationships between the quality of artificial intelligence and customer engagement metrics, such as trust and brand loyalty, which are crucial for understanding and predicting customer behavior in response to technological advancements. This study lays the groundwork for theoretical assumptions about sustainability in these sectors in developing countries, providing a basis for future empirical research that could validate these assumptions and explore broader implications of AI integration in enhancing sustainable practices within the hospitality industry.

Landasan Filosofis Hukum Ekonomi Syari'ah dan Relevansinya dalam Pengembangan Strategi Marketing

Abstract: This research aims to investigate the legal and philosophical foundations of Syari’ah economics and its relevance in the development of marketing strategies. Syari’ah economics has unique philosophical underpinnings, involving Islamic principles, ethics, and social justice. In the business context, applying Syari’ah economic law brings financial benefits and positively impacts the company's image and customer trust. This research is a qualitative approach that uses literature analysis and descriptive studies, relevant data are collected through a comprehensive literature study, then identified and analyzed with a thematic analysis approach. The results of this study provide a better understanding of how the principles of shari'ah economic law can be applied in the development of a successful marketing strategy. It is hoped that this journal can provide insights to business practitioners, researchers, and policymakers on the potential of the Syariah economy and how to apply it to achieve success in marketing.