Abstract
This research aims to present a standardized evaluation system to review and further enhance users’ levels of satisfaction with technologies, facilities, and services of a modern smart city at a time when the smart city paradigm has shifted from the focus of its infrastructural features to citizens. The study also seeks to verify the standardized system, so as to explore the possibility of its future application. For the goals, this research established the Structural Equation Model (SEM) based upon the basic structure of the Customer Satisfaction Index, which is a widely used ex-post assessment model, and upon implications of related studies. To verify the SEM, this study chose two cities, which are located far away from one another and employ different business methods, and conducted a survey of 212 and 197 residents, respectively, with the results being applied to the model for analysis to ascertain if the SEM is reliable and adequate. The analysis results showed that the model secures explanatory power in statistical terms, partially proving that it can be developed into a post-evaluation system for a citizens-centric smart city down the road. However, as meaningful differences were spotted in accordance with characteristics of each urban project, this study tried to come up with the background information of and reasons for such variations, to present implications for urban planning.
Highlights
The chances are that, considering business characteristics of urban planning projects or economic and cultural differences caused by their geopolitical locations, the basic model proposed above may be different among cities
Users’ expectations expectations before before their their usage usage and and their their perceived perceived elements value after the experience, based upon set accessibility, and the satisfaction has a series of of value after the experience, based upon accessibility, and the satisfaction has a series of value after the experience, based upon accessibility, and the satisfaction has a series paths affecting the possibility of their continued use
This study aims to monitor users’ level of satisfaction with the technologies, facilities, and services of a smart city at a time when the paradigm and the focus of a modern smart city has been changing from technology to citizens
Summary
A smart city used to be defined in the 1990s [1] as a city that theoretically adopts newly invented technologies. For the past 20 years, its definition and perspectives have been diversified in line with its academic, technical and spatial applications [2] to better reflect infrastructural, economic and social changes and the subsequent needs. Despite such variation, there exists a consensus in that the smart city aims to promote a sustainable city by advancing it through the introduction and the utilization of Information Technologies (IT), and information and communication technologies (ICT) [3]
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