User expectations, use experiences and continued adoption of a mobile secure communication application

Abstract

The importance of secure communication between employees in enterprises and governmental organizations as well as technologies to support that has increased tremendously over the past years. This study examines the user expectations before and the use experiences during the implementation phase of a mobile secure communication application together with expectation–confirmation and its influence on continued adoption. The study is explorative in nature and empirically based on thematic analysis of qualitative data collected from pilot users of a mobile secure communication application who work in a governmental organization in Finland. The theoretical basis of the study draws from two well-established theories: the expectation–confirmation theory (ECT) and the unified theory of acceptance and use of technology (UTAUT). The findings reveal the user expectations before and the use experiences during the implementation phase that are important for users in terms of continued adoption of a mobile secure communication application. The findings are also reflected on the UTAUT.