Case study: the impact of an organization’s security level on user experience

Purpose This study investigates the impact of comprehensive security measures on user experience in large enterprises, primarily focusing on interactions with corporate IT resources. Amid the digital era’s evolving landscape, where cybersecurity emerges as a pivotal element for organizational integrity, this study aims to dissect the paradox between implementing rigorous security protocols and maintaining an optimal user experience. Design/methodology/approach Drawing on data collected from Chief Information Security Officers of 52 large Czech enterprises in the first half of 2023, the research scrutinizes how enhanced security measures can inadvertently compromise user satisfaction. Center for Internet Security Controls and National Institute of Standards and Technology standards were used to efficiently collect and measure data. Findings Findings indicate a nuanced relationship between security levels and user satisfaction, revealing that organizations with a high maturity level in security management potentially sustain or improve user satisfaction despite stringent security measures. Originality/value This study offers a new perspective on the issue from the perspective of large companies. The data obtained are unique in terms of sensitivity.