Digital Mailboxes : A study of users' experience and acceptance

This study investigates how users perceive and accept digital mailboxes, using Kivra as the case study, and is based on the Technology Acceptance Model (TAM). The purpose was to analyze users' perceived ease of use, perceived usefulness, and behavioural intention in order to understand how these factors influence user acceptance of the e-service. Data were collected through a quantitative survey with over 300 respondents. The responses were analyzed using Confirmatory Factor Analysis (CFA) to evaluate the relationships between the factors in TAM and assess the model's fit. The results indicate positive relationships between perceived ease of use, perceived usefulness, and behavioural intention to use, contributing to an overall positive perception of Kivra. However, the study also found that some of the additional features, such as offers and receipt management, were perceived as less significant to the overall experience. The findings suggest that users' expectations for increased use of the service are limited, potentially due to both external and internal factors. The conclusions highlight that digital mailboxes such as Kivra play a crucial role in public and commercial communication in Sweden, while also emphasizing the need for continued development to meet users' diverse needs and expectations.