Cybersecurity Awareness and Customer Satisfaction in Digital Banking: A Conceptual Framework from the Malaysian Context
Year: 2025
Type: article
Study design: Systematic Review
Abstract: The rapid evolution of digital technology has transformed global banking by enhancing accessibility and efficiency, yet it has simultaneously heightened exposure to cyber risks, making cybersecurity a critical concern for safeguarding customer trust and institutional resilience.In Malaysia, where the financial ecosystem spans commercial, Islamic, digital, and investment banks, internet banking adoption has grown rapidly, but threats such as phishing, hacking, malware, and ATM skimming have eroded confidence in digital platforms.Although scholars stress that customer awareness is central to building trust and satisfaction, studies reveal inconsistent levels of awareness in Malaysia, with many customers lacking sufficient knowledge of advanced risks and protective practices.This gap underscores the need to analyze not only institutional safeguards but also the customer's role in enhancing cybersecurity.To address this, the study adopts the Information System Success Model (ISSM) to examine how awareness of cyberattacks, phishing, hacking, and data privacy influences customer satisfaction in online banking.The methodology is grounded in a systematic literature review, and the findings emphasize that customer awareness is positively correlated with satisfaction and trust.Importantly, the study contributes a conceptual framework positioning awareness dimension as antecedents of satisfaction, offering a structured foundation for future empirical research and practical strategies in Malaysian digital banking.
Authors: Khaled Al-Daraba, Sabri Mohamad Sharif
Institution: Universiti Teknikal Malaysia Melaka
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4413993392