Digital Deception: A Qualitative Investigation of Online Scam Victims' Experiences and Coping Mechanisms

Nur Hafifah Jamalludin, Ateerah Abdul Razak, Hasnah Ab.Kadir, Wan Yusoff Wan Shaharuddin, Ariezal Afzan Hassan

Abstract


Cyber scams have emerged as a critical global threat, leading to substantial financial loss, profound psychological distress, and a systemic erosion of trust in digital transactions. This study investigates the lived experiences of online scam victims to uncover recurring patterns in fraudulent methodologies, immediate victim responses, and the efficacy of institutional remedies. Theoretically grounded in Protection Motivation Theory (PMT), the research examines how cognitive processes specifically treat appraisal (perceived severity and vulnerability) and coping appraisal (self-efficacy and response efficacy) shape individuals' behavioral adaptations following victimization. Employing a qualitative research design, semi-structured interviews were conducted with 15 scam victims, and the data was analysed using a systematic thematic approach supported by NVivo software. The findings reveal that fraudsters systematically exploit social trust, urgency, and disinformation, resulting in severe emotional trauma and financial instability. While victims often adopt immediate coping strategies, such as reporting incidents to authorities, many express significant frustrations with the perceived inadequacy of law enforcement and institutional responses. The study highlights the vital necessity of enhancing digital literacy, fostering institutional accountability, and integrating psychological support into victim assistance frameworks. By providing empirical insights into victim narratives, this research contributes to cybercrime literature and offers a robust basis for legislative and policy improvements aimed at mitigating the impact of digital deception.

 

Keywords: Cybercrime, online scams, protection motivation theory, victim experiences, digital fraud prevention.

 

https://doi.org/10.17576/JKMJC-2026-4202-30


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References


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