Implementing Data Security for Customer Trust in UK Retail

Corporate Strategy and
Governance
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Table of Contents
TOPIC - Implementing data security the management procedure to lessen and reduce the danger
of information breaks and digital assaults to improve customer trust in the UK retail. A case
study of Marks and Spencer.............................................................................................................4
INTRODUCTION...........................................................................................................................4
Background of the research....................................................................................................4
Background of the company...................................................................................................5
Significance of investigation..................................................................................................5
Research Aims........................................................................................................................5
Research Objectives...............................................................................................................5
Research Questions................................................................................................................6
Rationale of the investigation.................................................................................................6
LITERATURE REVIEW................................................................................................................6
Role of data security in building customer trust for a company.............................................7
Different ways through which risk of digital assaults can be eliminated for Marks and
Spencer's customers................................................................................................................7
Various data security systems that can be adopted by Marks and Spencer to build up customer
trust and reducing digital assaults and danger of information breaks....................................8
RESEARCH METHODOLOGY.....................................................................................................9
Type of Investigation..............................................................................................................9
Research Design...................................................................................................................10
Research Philosophy............................................................................................................10
Research Approach...............................................................................................................10
Data Collection.....................................................................................................................11
Sampling...............................................................................................................................11
DATA ANALYSIS........................................................................................................................13
FREQUENCY TABLE........................................................................................................13
THEMATIC ANALYSIS.....................................................................................................15
CONCLUSION..............................................................................................................................25
REFLECTION......................................................................................................................25
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Recommendations................................................................................................................26
Conclusion............................................................................................................................26
REFERENCES..............................................................................................................................26
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TOPIC - Implementing data security the management procedure to lessen
and reduce the danger of information breaks and digital assaults to
improve customer trust in the UK retail. A case study of Marks and
Spencer.
INTRODUCTION
In current scenario, retail industry is dealing with ample number of issues where,
customer trust is one of it, that impacts upon companies’ productivity and profitability in both
positive and in negative manner as well. Basically, customer trust can be defined as interactive
behaviour to what they receive (ur Rehman and et. al., 2016). Away with this, it has been
analysed that trust comes within customers when a company understand their requirements &
also offer them with appropriate services based on their own needs and wants. Due to change in
course, it has been analysed that people's mindset is continuously shifting towards online portals
where they can buy and sell products and services. This also raised different data security, which
can be considered as the increasing numbers of digital assaults along with the danger of
information breaks (Tian, 2017). There are many cyber cases and digital assaults related cases
came in front, which impacted negatively upon customer's behaviour towards purchasing
different range of products and services through online portals. Because, personal information,
financial accounts related data and more could be accessed by an unauthorized person for a
particular reason i.e. stealing money through online channels.
Background of the research
Over the years, data security has been a crucial subject for researchers to conduct
investigation and to bring out favourable outcomes. But it is said that due to rise among different
concern, this subject has become an on going threat for all the business organisations among
different retail industry (Raipurkar and Deorankar, 2016). Including this, data protection related
systems has helped businesses, which is also needed by a business organisation like Marks and
Spencer to reduce the risks of cyber assaults, information breaks and so on. Due to this specific
reason, many of customers chain of a different companies within retail industry got break
(Kourid and Chikhi, 2018). This affected company's performance level, productivity and
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profitability as well. Many of the hackers has breached the law, which involved the loss of
client's data from hacking or leaking rose from 19 in 2015/16 to 38 in 2016/17.
Background of the company
Marks and Spencer Group plc (M&S), which is one of the famous fast fashion retailer in
all over the world was found in the year of 1884 by Thomas Spencer and Michael Marks. At
present company headquartered at Westminster, London. Including this, organisation is also
dealing among different areas like home along with the food related final goods, which raised
ample number of benefits for the company and became much more influential within the retail
industry and raised various benefits for its own. Recently, company has gone through different
issues like digital assaults and raised information breaks related cases. This is where, M&S has
impacted negatively upon its own overall performance level. Also, it has been found that
company has adopted a range of data security systems, that are offering them right information
related to personal data of their customers and protected them in a rightful manner as well.
Significance of investigation
Primal reason behind conducting investigation on present topic, is because customers
loyalty is much important for a business organisation when it comes to grab great number of
opportunities in today's business environment (Fernando, Chidambaram and Wahyuni-TD,
2018). Also, it is said that many hackers are sitting in all over the world and continuously
breaching laws in relation to data security of customers. This has impacted upon their trust and
raised many concerns while purchasing products and services when a company is not having
effective security system.
Research Aims
This is one of the crucial elements of a particular investigation, where if researcher do not
develop an aim, then it is may be possible that, he/she might go through different issues (Suki
and Suki 2017). Primal aim of this investigation is “To analyse the importance of implementing
data security aspects while managing procedures to reduce risks of digital assaults to improve
customer trust in the UK retail. A case study of Marks and Spencer.”.
Research Objectives
 To understand the role of data security in building customer trust for a company.
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 To analyse the different ways through which risk of digital assaults can be eliminated for
Marks and Spencer's customers.
 To identify the different data security systems that can be adopted by Marks and Spencer
to build up customer trust and reducing danger of information breaks & digital assaults.
Research Questions
 What are the role of data security in building customer trust for a company ?
 What are the different ways through which risk of digital assaults can be eliminated for
Marks and Spencer's customers ?
 What are the various data security systems that can be adopted by Marks and Spencer to
build up customer trust and reducing digital assaults and danger of information breaks ?
Rationale of the investigation
Specific reason behind why the topic has been taken into consideration is because data
security systems is something that lead various business organisations to save their customers
from different cyber attacks, data solids digital assaults and eliminated them from various other
risks as well (Varghese and Sudhahar, 2018). Over the years, various business organisations like
Tesco, Marriott International, and many more other like Zara has built an effective security
system so that no data related leaks may take place.On the other hand, another reason that has
been identified over of considering this investigating topic is because of the self interest of the
investigator (Goldfeder and et. al, 2017). Basically, there are many business organisations that
has led companies to go through various issues, which raised the interest of the investigator in
order to gain appropriate knowledge for the better opportunities in near future and to reduce the
number of trees that are directly linked with digital assaults and many other risks like danger of
information break and so on. If it is talked about the future then, the risk of these measures
related to online shopping and will increase, it is required by companies to deliver the best
services to customers so that competitive advantages could easily be gained (Dlamini and
Johnston, 2016).
LITERATURE REVIEW
This section consists of a crucial part of the whole investigation, as it consists of, methodical and
reproducible technique for deciding, looking at and furthermore orchestrating the current
assortment of recorded work created by researchers, experts and examiners (Khan and et. al.,
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