INFORMATION SECURITY OF CYBER-PHYSICAL SYSTEMS AS A FACTOR OF SERVICE QUALITY IN THE HOTEL AND RESTAURANT BUSINESS

Abstract

The article examines the role of information security of cyber-physical systems in ensuring the quality of service provision by hotel and restaurant business facilities in the context of digital transformation. It is substantiated that modern hospitality industry enterprises actively use cyber-physical systems, in particular online booking systems, electronic locks, POS systems, video surveillance systems and IoT solutions to manage engineering infrastructure and services of “smart” rooms. Such systems combine software, hardware and network components, which leads to an increase in cyber risks and the need for a comprehensive approach to information security. The paper analyzes theoretical approaches to defining cyber-physical systems and a multi-level model of their protection. A detailed threat model for the main components of the cyber-physical infrastructure of the hotel and restaurant business is built, which includes technical, organizational and human factors. It was found that violations of confidentiality, integrity or availability of information directly affect the quality of service, the level of customer satisfaction, the safety of guests and staff, as well as the financial stability and reputation of establishments. Particular attention was paid to the analysis of the relationship between the state of information security of individual components of cyber-physical systems and indicators of the quality of service provision. It was shown that an insufficient level of protection of reservation systems and POS infrastructure leads to failures in service processes and loss of customer trust, while vulnerabilities of electronic locks, video surveillance and IoT systems create threats to the physical safety and comfort of guests. Based on the analysis, a model-recommendations were formed to increase the level of information security of cyber-physical systems, which involves the implementation of multi-level protection mechanisms, regular security audits and increasing cyber awareness of staff. The results obtained can be used by managers and IT specialists of hotel and restaurant businesses to improve information security management systems, as well as in further scientific research aimed at quantitatively assessing the impact of cybersecurity on service quality.