Abstract
Service quality possesses the vital prominence in usability of innovative products and services. As Technological innovation has made the life synchronized and effective, Internet of Things (IoT) is matter of discussion everywhere. From users’ perspective, IoT services are always embraced by various system characteristics of security and performance. A service quality model can better present the preference of such technology customers. The study intends to project theoretical model of service quality for Internet of Things (IoT). Based on the existing models of service quality and the literature on internet of things, a framework is proposed to conceptualize and measure service quality for internet of things. This study establishes the IoT-SERVQUAL model with four dimensions (i.e., Privacy, Functionality, Efficiency and Tangibility) of multiple service quality models. These dimensions are essential and inclined towards the users’ leaning of IoT services. This paper contributes to research on internet of things services by the development of a comprehensive framework for customers’ quality apprehensions. This model will previse the expression of information secrecy concerns of users related with Internet of Things (IoT). This research will advance understanding of service quality in modern day technology and assist firms to devise the fruitful services structure.
Highlights
Quality is conceivably the most vital and essential element of business strategy
Service quality model for Self-Service Technology (SSQUAL) was introduced by Lin & Hsieh (2011) that consists of seven dimensions of quality measures that include 1) Functionality exemplifies the practicable attributes of self-service system, entailing degrees of responsive, reliable, and convenient usability 2) Enjoyment illustrates insights of delight or satisfaction experienced through SST service distribution, 3) Security/Privacy portrays apparent security from infringement, deception, and theft of personal data
Internet of Things (IoT) based service quality model incorporated the items from preceding models as per Table 1 like Privacy that point out realized protection in state of interruption, deception, and private data breach, is adopted from E-SERVQUAL and SSQUAL
Summary
Quality is conceivably the most vital and essential element of business strategy. Organizations struggle on quality, customers look for quality, and markets are renovated by quality. The other IoT services like Smart Home where each equipment of home from Kitchen appliances to drawing room facilities, from parking to surveillance system, all equipped with sensors to synchronize the human life more systematic and managed and this internet of things settings mitigates the human struggles for causal task at home (Kim, Park, & Choi, 2017; Aremu & Ediagbonya 2018) Such disruption from manual to flawless automatic mechanism of service delivery possess the various aspects of customer satisfaction scale, to unveil this will look at the better understanding of customer satisfaction towards modern technology (Haseeb, Abidin, Hye, & Hartani, 2018). The proposed service dimension would be active player in measuring the customer expectations from service providing organization to induce customer retention and satisfaction
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