The Impact of Cyberattack Mitigation Strategies on Customer Satisfaction with Electronic Banking Services: An Applied Study on the Palestinian Banking Sector

This study aimed to explore the impact of cyberattack risks on customer satisfaction with electronic banking services through an applied study on the Palestinian banking sector. The study adopted a quantitative approach and selected a sample of 346 users of electronic banking services. A questionnaire was utilized as the primary data collection tool, and the data were analyzed using SPSS software. The results revealed a statistically significant positive impact of cyberattack risks, as well as technical, organizational, financial, and social dimensions, on customer satisfaction with electronic banking services. The study recommended strengthening cybersecurity systems, enhancing user experience through improved technical solutions, developing organizational policies, and raising customer awareness about electronic risks and how to address them. The originality of the study lies in its contribution to examining the impact of the technical, organizational, financial, and social dimensions of cybersecurity on customer experiences, and in providing practical recommendations to enhance cybersecurity and user satisfaction.