The Costs and benefits of identity authentication and security checks

This study investigates the costs and benefits of identification (authentication) checks in UK businesses. In addition, the study examines whether tolerance to identification checks differs systematically across industries, age and gender groups. The results show that there are significant differences between sectors, age and gender groups with respect to tolerance to identification checks. Tolerance to identification checks is lower in the retailing and the gaming sectors. For example, customers' patience dissipates in less than three minutes in the gaming sector and four minutes in the retail sector. Men and younger people are also less tolerant of authentication checks. This paper will be of benefit to practitioners and educators as it provides insights into the cost of using authentication and how it relates to customer satisfaction and loyalty.