CRM support for creating IT security awareness with electronic banking customers

Nino Gelashvili
2017 unpublished
Information systems security is a crucial aspect of any organization, especially for the financial institutions. The most common eBanking security threats for last five years have been the attacks that target directly the customers and their computers. In Georgia, the IT security systems of a bank are developing and reaching highest international standards. Whereas the notion of customer education is virtually non-existent. Consequently, there arises the need for security awareness amongst
more » ... ing customers, in order to eliminate the vulnerability that is posed by the human factor. The present master's thesis identifies the existing IT security issues that the customers of electronic banking in Georgia are facing day to day. The research is based on the analysis of results collected by conducting an empirical research. Furthermore, a Security Awareness tool is created for raising and maintaining the high level of IT security awareness among the customers. This thesis also contains an evaluation of an implemented prototype tool by a small sample group of users. The results of the evaluation indicate at a high level of technology acceptance by the users and effectiveness of the tool for creating and raising their awareness about information security topics.
doi:10.25365/thesis.50465 fatcat:hkglfi5clnctvg35ea5bvjllru