Advisers

Eugenio P. Bayani Jr., LPT, MBA

Discipline

Business administration

Abstract

Fraud and phishing continue to pose significant threats within the banking industry, undermining financial security, credibility, and client trust. Customer service employees, as the frontline workforce, play a key role in detecting, preventing, and responding to such incidents. Anchored in Technology Threat Avoidance Theory (TTAT), this study examines employee awareness of fraud and phishing, response effectiveness, and perceived client experience in selected Security Bank branches. It explores how knowledge of fraud schemes, ability to identify phishing attempts, understanding reporting procedures, and organizational support relate to employees’ perceptions of response effectiveness and client trust. This quantitative descriptive-correlational study collected data from customer service employees via a structured survey. The instrument assessed fraud and phishing awareness, response effectiveness, and client experience. Weighted mean determined variable levels, and correlation analysis examined relationships between employee awareness and perceived response effectiveness. Findings indicate employees exhibit high awareness of fraud schemes and phishing indicators, particularly in identifying suspicious transactions and following proper reporting procedures. Bank response procedures were perceived as effective in timeliness, clarity of communication, and accessibility of support. Correlation analysis shows that higher employee awareness aligns with stronger confidence in the bank’s ability to manage fraud and phishing effectively. The study emphasizes enhancing employee awareness and organizational support to strengthen fraud prevention and response strategies. Continuous training, proactive policies, and dynamic communication may support response effectiveness and client experience, thereby sustaining trust, satisfaction, and overall resilience against evolving cyber threats.

Keywords

fraud, phishing, Employee Awareness, responde effectiveness, and perceived client experience