Understanding Customer Perception of Cyber Attacks: Impact on Trust and Security

Abstract

In this chapter, malware, phishing, denial of service, and social engineering tactics are explored as examples of cyber-attacks. It examines their effects on customers, including financial losses, identity theft, privacy violations, and reputational harm. Factors influencing customer perception, such as media coverage and individual experiences, are thematically reported alongside trust in organisations and implemented security measures. The chapter emphasises the importance of customer trust and confidence, highlighting communication, proactive security measures, and education. It also discusses how customers respond to cyber-attacks, such as reporting occurrences, changing their behaviour, and seeking professional help. Strategies for reducing client perceptions of cyber-attacks are also considered, like awareness campaigns within aviation, tourism, and hospitality sectors.