{"id":"https://openalex.org/W3009127969","doi":"https://doi.org/10.1108/itp-06-2019-0300","title":"Effects of smart city service channel- and user-characteristics on user satisfaction and continuance intention","display_name":"Effects of smart city service channel- and user-characteristics on user satisfaction and continuance intention","publication_year":2020,"publication_date":"2020-03-06","ids":{"openalex":"https://openalex.org/W3009127969","doi":"https://doi.org/10.1108/itp-06-2019-0300","mag":"3009127969"},"language":"en","primary_location":{"id":"doi:10.1108/itp-06-2019-0300","is_oa":false,"landing_page_url":"https://doi.org/10.1108/itp-06-2019-0300","pdf_url":null,"source":{"id":"https://openalex.org/S185256354","display_name":"Information Technology and People","issn_l":"0959-3845","issn":["0959-3845","1758-5813"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology & People","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5109585574","display_name":"Taghreed Abu Salim","orcid":null},"institutions":[{"id":"https://openalex.org/I204824540","display_name":"University of Wollongong","ror":"https://ror.org/00jtmb277","country_code":"AU","type":"education","lineage":["https://openalex.org/I204824540"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Taghreed Abu Salim","raw_affiliation_strings":["Faculty of Business, University of Wollongong, Wollongong, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Business, University of Wollongong, Wollongong, Australia","institution_ids":["https://openalex.org/I204824540"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5028385077","display_name":"May El Barachi","orcid":"https://orcid.org/0000-0003-1193-6982"},"institutions":[{"id":"https://openalex.org/I55990551","display_name":"University of Wollongong in Dubai","ror":"https://ror.org/0447ajy94","country_code":"AE","type":"education","lineage":["https://openalex.org/I204824540","https://openalex.org/I55990551"]}],"countries":["AE"],"is_corresponding":false,"raw_author_name":"May El Barachi","raw_affiliation_strings":["Faculty of Engineering and Information Sciences, University of Wollongong in Dubai, Dubai, United Arab Emirates"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Engineering and Information Sciences, University of Wollongong in Dubai, Dubai, United Arab Emirates","institution_ids":["https://openalex.org/I55990551"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5077743902","display_name":"Okey Peter Onyia","orcid":null},"institutions":[{"id":"https://openalex.org/I204824540","display_name":"University of Wollongong","ror":"https://ror.org/00jtmb277","country_code":"AU","type":"education","lineage":["https://openalex.org/I204824540"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Okey Peter Onyia","raw_affiliation_strings":["University of Wollongong, Wollongong, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Wollongong, Wollongong, Australia","institution_ids":["https://openalex.org/I204824540"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5036608101","display_name":"Sujith Samuel Mathew","orcid":"https://orcid.org/0000-0001-7648-7458"},"institutions":[{"id":"https://openalex.org/I91044093","display_name":"Zayed University","ror":"https://ror.org/03snqfa66","country_code":"AE","type":"education","lineage":["https://openalex.org/I91044093"]}],"countries":["AE"],"is_corresponding":false,"raw_author_name":"Sujith Samuel Mathew","raw_affiliation_strings":["Zayed University, Dubai, United Arab Emirates"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Zayed University, Dubai, United Arab Emirates","institution_ids":["https://openalex.org/I91044093"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":15.0179,"has_fulltext":false,"cited_by_count":50,"citation_normalized_percentile":{"value":0.98601487,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"34","issue":"1","first_page":"147","last_page":"177"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9980999827384949,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9980999827384949,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9970999956130981,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9966999888420105,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/continuance","display_name":"Continuance","score":0.9288712739944458},{"id":"https://openalex.org/keywords/channel","display_name":"Channel (broadcasting)","score":0.5397094488143921},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.5294413566589355},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5169767141342163},{"id":"https://openalex.org/keywords/user-satisfaction","display_name":"User satisfaction","score":0.46970483660697937},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.4646588861942291},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4620454013347626},{"id":"https://openalex.org/keywords/usability","display_name":"Usability","score":0.4495691657066345},{"id":"https://openalex.org/keywords/data-collection","display_name":"Data collection","score":0.414821982383728},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3990795612335205},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.3882850110530853},{"id":"https://openalex.org/keywords/applied-psychology","display_name":"Applied psychology","score":0.3307785391807556},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.19758591055870056},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.18720871210098267},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.18507453799247742},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.07924214005470276},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.07089343667030334}],"concepts":[{"id":"https://openalex.org/C2780081655","wikidata":"https://www.wikidata.org/wiki/Q763365","display_name":"Continuance","level":2,"score":0.9288712739944458},{"id":"https://openalex.org/C127162648","wikidata":"https://www.wikidata.org/wiki/Q16858953","display_name":"Channel (broadcasting)","level":2,"score":0.5397094488143921},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5294413566589355},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5169767141342163},{"id":"https://openalex.org/C3017893058","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"User satisfaction","level":2,"score":0.46970483660697937},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4646588861942291},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4620454013347626},{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.4495691657066345},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.414821982383728},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3990795612335205},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3882850110530853},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.3307785391807556},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.19758591055870056},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.18720871210098267},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.18507453799247742},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.07924214005470276},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.07089343667030334},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/itp-06-2019-0300","is_oa":false,"landing_page_url":"https://doi.org/10.1108/itp-06-2019-0300","pdf_url":null,"source":{"id":"https://openalex.org/S185256354","display_name":"Information Technology and People","issn_l":"0959-3845","issn":["0959-3845","1758-5813"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology & People","raw_type":"journal-article"},{"id":"pmh:oai:ro.uow.edu.au:dubaipapers-2193","is_oa":false,"landing_page_url":"https://ro.uow.edu.au/dubaipapers/1138","pdf_url":null,"source":{"id":"https://openalex.org/S4306400510","display_name":"Research Online (University of Wollongong)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I204824540","host_organization_name":"University of Wollongong","host_organization_lineage":["https://openalex.org/I204824540"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"University of Wollongong in Dubai - Papers","raw_type":"article"},{"id":"pmh:oai:ro.uow.edu.au:test2021-2871","is_oa":false,"landing_page_url":"https://ro.uow.edu.au/test2021/1862","pdf_url":null,"source":{"id":"https://openalex.org/S4306400510","display_name":"Research Online (University of Wollongong)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I204824540","host_organization_name":"University of Wollongong","host_organization_lineage":["https://openalex.org/I204824540"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Test Series for Scopus Harvesting 2021","raw_type":"text"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Sustainable cities and communities","score":0.7300000190734863,"id":"https://metadata.un.org/sdg/11"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":98,"referenced_works":["https://openalex.org/W126373861","https://openalex.org/W974480840","https://openalex.org/W1123918687","https://openalex.org/W1482244801","https://openalex.org/W1514184282","https://openalex.org/W1514246602","https://openalex.org/W1528513131","https://openalex.org/W1541527715","https://openalex.org/W1548408014","https://openalex.org/W1608558570","https://openalex.org/W1636106805","https://openalex.org/W1680232729","https://openalex.org/W1791587663","https://openalex.org/W1830867736","https://openalex.org/W1861921709","https://openalex.org/W1975762106","https://openalex.org/W1978961276","https://openalex.org/W1987216779","https://openalex.org/W1991273837","https://openalex.org/W1991551840","https://openalex.org/W1992994395","https://openalex.org/W1999378790","https://openalex.org/W2003102558","https://openalex.org/W2004073397","https://openalex.org/W2010744311","https://openalex.org/W2010772936","https://openalex.org/W2015958718","https://openalex.org/W2016863311","https://openalex.org/W2027941036","https://openalex.org/W2031223967","https://openalex.org/W2031879208","https://openalex.org/W2036063909","https://openalex.org/W2041883576","https://openalex.org/W2048618549","https://openalex.org/W2062470805","https://openalex.org/W2063415945","https://openalex.org/W2063745966","https://openalex.org/W2068438332","https://openalex.org/W2069861487","https://openalex.org/W2072561200","https://openalex.org/W2073700017","https://openalex.org/W2074482924","https://openalex.org/W2077356545","https://openalex.org/W2080158899","https://openalex.org/W2082224023","https://openalex.org/W2083907861","https://openalex.org/W2084439770","https://openalex.org/W2084737951","https://openalex.org/W2084863892","https://openalex.org/W2086102560","https://openalex.org/W2093252011","https://openalex.org/W2093364615","https://openalex.org/W2094025128","https://openalex.org/W2095743576","https://openalex.org/W2096270141","https://openalex.org/W2099697766","https://openalex.org/W2103358021","https://openalex.org/W2108426274","https://openalex.org/W2114657918","https://openalex.org/W2128026023","https://openalex.org/W2128071980","https://openalex.org/W2130021160","https://openalex.org/W2137902330","https://openalex.org/W2142418121","https://openalex.org/W2155167238","https://openalex.org/W2162369966","https://openalex.org/W2170185936","https://openalex.org/W2209837817","https://openalex.org/W2235810008","https://openalex.org/W2294723471","https://openalex.org/W2296215329","https://openalex.org/W2298545477","https://openalex.org/W2334884533","https://openalex.org/W2337675690","https://openalex.org/W2344770124","https://openalex.org/W2411242418","https://openalex.org/W2528829668","https://openalex.org/W2546428406","https://openalex.org/W2561239654","https://openalex.org/W2591567984","https://openalex.org/W2613117881","https://openalex.org/W2727891069","https://openalex.org/W2754062090","https://openalex.org/W2769253990","https://openalex.org/W2772065234","https://openalex.org/W2776717095","https://openalex.org/W2777013283","https://openalex.org/W2788878927","https://openalex.org/W2792509587","https://openalex.org/W2794258165","https://openalex.org/W2807747595","https://openalex.org/W2903107218","https://openalex.org/W2903787681","https://openalex.org/W2908875224","https://openalex.org/W2917538734","https://openalex.org/W3122675220","https://openalex.org/W3124153851","https://openalex.org/W4234260635"],"related_works":["https://openalex.org/W1969008554","https://openalex.org/W1979439403","https://openalex.org/W2004593103","https://openalex.org/W2094607796","https://openalex.org/W2044509653","https://openalex.org/W2786810075","https://openalex.org/W2283214536","https://openalex.org/W9241762","https://openalex.org/W1988588363","https://openalex.org/W1516045445"],"abstract_inverted_index":{"Purpose":[0],"Smart":[1,250,332],"city":[2],"services":[3,202],"(SCS)":[4],"in":[5,97,165,236,318,357],"contrast":[6],"with":[7,44,209,289],"other":[8],"technology-based":[9],"services,":[10,46,282],"demand":[11],"significant":[12],"interaction":[13],"and":[14,19,30,35,145,158,169,190,203,238,247,266,272,283,320,329],"collaboration":[15],"between":[16],"the":[17,20,26,31,45,57,80,93,98,177,197,201,210,232,254,277,281,290,314,336,344,351,358],"users":[18,268],"service":[21,211,291],"providers.":[22],"This":[23,339],"study":[24,63],"examines":[25],"SCS":[27,138,149,187,191,216,234,263,267,296,316,354],"delivery-channel":[28],"characteristics":[29,37,152,194,274],"users'":[32,150,192,198,229,278,310],"personal":[33,151,193,270],"(behavioral":[34,271],"demographic)":[36,273],"that":[38,129,141,185,261],"influence":[39,142,196,276],"their":[40,50,155,167,207,215,287,295],"satisfaction":[41,144,168,208,288],"or":[42,173],"dissatisfaction":[43],"as":[47,49,154,212,214,292,294],"well":[48,213,293],"intention":[51,147,170,299],"to":[52,82,131,171,245,327],"adopt":[53],"(i.e.":[54],"continue":[55,172,175],"using)":[56],"SCS-delivery":[58,178],"channels.":[59,179],"Design/methodology/approach":[60],"A":[61,102],"quantitative":[62],"using":[64,176],"a":[65,83],"structured":[66],"questionnaire":[67],"was":[68,76],"conducted":[69],"for":[70,121],"this":[71,122],"paper.":[72,123],"The":[73,182,220,258,301],"data-collection":[74],"method":[75],"administered":[77],"by":[78],"emailing":[79],"survey":[81],"list":[84],"of":[85,92,104,200,222,242,249,280,303,324,331,343,353],"2,350":[86],"city/urban":[87],"residents":[88],"who":[89],"are":[90,162],"members":[91],"two":[94],"largest":[95],"universities":[96],"greater":[99],"Dubai":[100],"metropolis.":[101],"total":[103],"600":[105],"completed":[106],"responses":[107,116],"(26":[108],"percent)":[109,118],"were":[110,119],"received":[111],"back,":[112],"while":[113],"580":[114],"useable":[115],"(25":[117],"analyzed":[120],"Findings":[124],"Our":[125],"initial":[126],"findings":[127],"suggest":[128],"contrary":[130],"popular":[132],"belief,":[133],"it":[134,239,321],"is":[135,341],"not":[136,174],"only":[137],"channel":[139,188,264],"factors":[140,189,265],"user":[143,156],"continuance":[146,218,298],".":[148,300],"(such":[153],"innovativeness":[157],"control-seeking":[159],"behavior":[160],")":[161],"also":[163],"pivotal":[164],"determining":[166],"Research":[180],"limitations/implications":[181],"paper":[183,259,340],"argues":[184,260],"both":[186,262],"jointly":[195,205,275,285],"experience":[199],"therefore":[204,284],"determine":[206,286],"usage":[217,297,355],"intention.":[219],"result":[221,302],"our":[223,304],"research":[224,305],"gives":[225,306],"important":[226,307],"insights":[227,308],"into":[228,309],"behaviors":[230,356],"toward":[231,313],"emerging":[233,315],"channels":[235,317],"general,":[237],"will":[240,322],"be":[241,323],"great":[243,325],"value":[244,326],"architects":[246,328],"designers":[248,330],"City":[251,333],"technologies":[252,334],"around":[253,335],"world.":[255,337],"Practical":[256],"implications":[257],"'":[269],"trials":[279],"behavioral":[311],"intentions":[312],"general;":[319],"Originality/value":[338],"one":[342],"first":[345],"few":[346],"studies":[347],"focused":[348],"on":[349],"investigating":[350],"antecedents":[352],"Middle":[359],"Eastern":[360],"region.":[361]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":9},{"year":2023,"cited_by_count":13},{"year":2022,"cited_by_count":13},{"year":2021,"cited_by_count":6},{"year":2020,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}