From pen and paper to pixels. – Usability and User Acceptance of Digital Signatures: A Customer-Centric Study in Hungarian SMEs

Abstract

Hungary ranks 22nd in the EU Digital Economy and Society Index, with only 53.2% of SMEs demonstrating basic digital intensity, compared to 57.7% across the EU (Digital Decade Country Report 2024: Hungary, 2024). This dissertation investigates the adoption of a foundation tool, digital signature, through a customer-centric lens, employing an exploratory mixed-methods design: a phone-assisted survey of 200 SMEs and 14 semi-structured expert interviews. Logistic regression reveals that company size and sectoral orientation -not partner proximity- predict adoption (Nagelkerke ?² = 0.426); industrial firms demonstrate 89% lower odds of adoption compared to service-sector firms. Thematic analysis identifies five barriers (partner resistance, knowledge gaps, cultural inertia, perceived lack of necessity, process misalignment) and four enablers (cost-effectiveness, ease of use, international partner pressure, generational change). Digital maturity emerges as a bridging construct linking organizational readiness to both adoption likelihood and integration depth. Contributions include the first comprehensive segment-level requirements map for Hungarian SMEs, as well as actionable recommendations for trust service providers on onboarding, education, and product design.