University of Twente Student Theses


A Quantitative Study on the Impact of Data Breaches on Customer Satisfaction

Riefel, M.T. (2023) A Quantitative Study on the Impact of Data Breaches on Customer Satisfaction.

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Abstract:The escalating prevalence of online services and the consequential storage of data, increases the potential of (online) service failures, particularly in the form of data breaches. As a result, it has become essential to investigate the impact of such failures. In this paper, the focus lies on investigating the impact of an online service failure using an exemplary Data Breach Announcement (DBA). Utilizing, the CIA Triad model, failure characteristics and vulnerability perceptions provided by literature, the effect on customer satisfaction has been examined. The findings reveal that perceived risk has a negative impact, while cognitive trust has a positive impact on customer satisfaction in the aftermath of a Data Breach Announcement (DBA). The findings also emphasise the importance of effectively managing risk and nurturing cognitive trust to mitigate the negative consequences of data breaches.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:International Business Administration BSc (50952)
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