Abstract:

The issue of cybercrime and security management in the e-commerce sector needs to be analysed not only in the global perspective, but also from the perspective of individual regions of the world and countries. Poland as a representative of Central and Eastern countries of Europe can boast a fast-developing e-commerce market that is worth about USD 15.38 billion. Out of 27.5 million of Polish internet users shop online. Polish e-commerce sector has been attacked by cybercriminals who apply various forms of attacks, including  phishing, DDoS, spoofing, payment fraud. Polish online shops demonstrate various levels of activeness in the scope of cybersecurity. Commonly applied and appreciated solutions in the scope of cybersecurity include: creating data backups, using antivirus software, updating software, compliance with the procedures of access to applications and servers, personal data protection. However, online shops are to a lesser extent involved in performing security audits, risk analyses, investing into cybersecurity, employing experts in this area. Artificial Intelligence is rarely utilised in this area. Security of an online shop customer also has another dimension, which goes beyond the domain of Information Technologies. A large number of Polish customers express concerns pertaining to guarantee, claims, returns of goods, credibility of information about products and prices, certainty whether they will receive ordered goods and whether they are genuine ones. Thus, ensuring cybersecurity should be accompanied by improved quality of actions in the domain of customer service in all the stages of virtual contact.