Abstract

This study examines the balance between usability and security in electronic
online services by comparing the effectiveness and user experience of
different authentication methods, including password-only authentication,
multi-factor authentication (MFA), and biometric authentication. A mixedmethods approach was used to collect both quantitative and qualitative data
through usability tests, surveys, semi-structured interviews, and case
studies. The findings reveal a clear trade-off between usability and security.
While MFA offers stronger protection, it poses usability challenges, especially
for novice users who face more errors and take longer to complete tasks. In
contrast, password-only authentication was faster and easier, but was seen
as inadequate for protecting sensitive data. Biometric authentication
emerged as the most preferred option, receiving high satisfaction ratings
from both novice and experienced users due to its balance between ease of
use and security. These results emphasize the importance of designing usercentered security solutions, such as increasing the adoption of biometric
methods and simplifying MFA to enhance the user experience without
sacrificing security. The study offers practical recommendations for
developers and security professionals to create more accessible and secure
online services.