Expectations and Experiences of Implementing a Mobile Secure Communication Application

Abstract

The privacy and security of communication in corporations and governmental organizations has increased enormously over the years. At the same time, a growing amount of technological solutions to support this have emerged. This study examines user expectations before and use experiences during the implementation phase of a mobile secure communication application. These are investigated from the expectation–confirmation perspective and its influence on continued adoption. The study has an exploratory approach for this investigation. To guide the investigation, the study draws from the expectation–confirmation theory (ECT) and the unified theory of acceptance and use of technology (UTAUT). Empirically, the study is qualitative and conducted in a governmental organization in Finland. The findings reveal the key user expectations and use experiences and their importance for users in terms of implementation and continued adoption of a mobile secure communication application.