A conceptual paper on SERVQUAL-framework for assessing quality of Internet of Things (IoT) services

17Citations
Citations of this article
187Readers
Mendeley users who have this article in their library.

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.

References Powered by Scopus

Service-dominant logic: Continuing the evolution

4994Citations
N/AReaders
Get full text

A Service Quality Model and its Marketing Implications

3548Citations
N/AReaders
Get full text

E-S-QUAL a multiple-item scale for assessing electronic service quality

2727Citations
N/AReaders
Get full text

Cited by Powered by Scopus

Predicting IoT service adoption towards smart mobility in Malaysia: SEM-neural hybrid pilot study

26Citations
N/AReaders
Get full text

A multi-layer trust-based middleware framework for handling interoperability issues in heterogeneous IOTs

21Citations
N/AReaders
Get full text

User Behavior Assessment Towards Biometric Facial Recognition System: A SEM-Neural Network Approach

15Citations
N/AReaders
Get full text

Register to see more suggestions

Mendeley helps you to discover research relevant for your work.

Already have an account?

Cite

CITATION STYLE

APA

Hizam, S. M., & Ahmed, W. (2019). A conceptual paper on SERVQUAL-framework for assessing quality of Internet of Things (IoT) services. International Journal of Financial Research, 10(5), 387–397. https://doi.org/10.5430/ijfr.v10n5p387

Readers' Seniority

Tooltip

PhD / Post grad / Masters / Doc 50

68%

Lecturer / Post doc 14

19%

Researcher 7

9%

Professor / Associate Prof. 3

4%

Readers' Discipline

Tooltip

Business, Management and Accounting 42

58%

Computer Science 17

23%

Social Sciences 7

10%

Engineering 7

10%

Save time finding and organizing research with Mendeley

Sign up for free