INVESTIGATING THE INFLUENCE OF CYBERSECURITY ON CUSTOMER CONTENTMENT: AN EMPIRICAL EXAMINATION IN THE SERVICES OF KUALA LUMPUR INTERNATIONAL AIRPORT
The abstract discusses the evolution of Malaysia's aviation sector, specifically the separation of the Department of Civil Aviation (DCA) into regulatory and operational entities in 1991. Malaysia Airports, established in 1992, focuses on airport operations while DCA remains the regulatory body. Malaysia Airports Holdings Berhad (KLIA) became the first airport operator in Asia listed on a stock exchange in 1999. The study focuses on the cyber security impact on customer satisfaction at Kuala Lumpur International Airport (KLIA), highlighting KLIA's diverse airport portfolio and its transformation into a multimodal destination. The empirical study conducted a cyber-security assessment of KLIA's ICT network, revealing the need for a comprehensive assessment to address vulnerabilities. The study emphasizes the importance of cyber security in KLIA's services and its role in enhancing customer satisfaction, proposing action plans under KLIA's Cyber Security Strategic Roadmap to improve cyber security maturity.
Cyber Security, Customer Satisfaction, Kuala Lumpur International Airport, KLIA, Malaysia, ICT.