Effects of smart city service channel- and user-characteristics on user satisfaction and continuance intention

Purpose Smart city services (SCS) in contrast with other technology-based services, demand significant interaction and collaboration between the users and the service providers. This study examines the SCS delivery-channel characteristics and the users' personal (behavioral and demographic) characteristics that influence their satisfaction or dissatisfaction with the services, as well as their intention to adopt (i.e. continue using) the SCS-delivery channels. Design/methodology/approach A quantitative study using a structured questionnaire was conducted for this paper. The data-collection method was administered by emailing the survey to a list of 2,350 city/urban residents who are members of the two largest universities in the greater Dubai metropolis. A total of 600 completed responses (26 percent) were received back, while 580 useable responses (25 percent) were analyzed for this paper. Findings Our initial findings suggest that contrary to popular belief, it is not only SCS channel factors that influence user satisfaction and continuance intention. SCS users' personal characteristics (such as their user innovativeness and control-seeking behavior) are also pivotal in determining their satisfaction and intention to continue or not continue using the SCS-delivery channels. Originality/value This paper is one of the first few studies focused on investigating the antecedents of SCS usage behaviors in the Middle Eastern region.

Automated summary

This study investigates the impact of Smart City Services delivery-channel characteristics and users' personal characteristics on user satisfaction and intention to continue using the services. Contrary to popular belief, it is found that not only SCS channel factors but also users' personal characteristics play a crucial role in determining user satisfaction and intention to continue using the SCS-delivery channels.