Enablers and inhibitors of smart city service adoption: A dual‑factor approach based on the technology acceptance model

Abstract

This study investigated the enablers and inhibitors of smart city technology adoption using a citizen-centered approach. We proposed a dual-factor theoretical framework based on variables related to the technology acceptance model and tested it in Sejong and Songdo, the national pilot smart cities in Korea. We administered a structured web-based survey to 239 respondents. We used confirmatory factor analysis and structural equation modeling to test our hypotheses. The results revealed that compatibility, service quality, and relative advantage have positive effects on the perceived usefulness and usability of smart city services. On the other hand, complexity and unreliability have negative direct and indirect effects on intentions to use smart city services. These findings can guide the decision making of local officials and technology developers when creating smart city services. Additionally, the study’s results can inform strategies for providing services to cities and regions.