Wireless Communication: A Conceptual Model of IoT Services Success for Government Agencies

  • Authors

    • Norliza binti Sidek
    • Nor’Ashikin binti Ali
    • Romzie bin Rosman
  • Digital Government, IoT, IoT Services, Technology Readiness, DeLone & McLean Information System Success Model
  • The Internet-of-Things (IoT) is a wireless technology that offers opportunities for Government-Agencies (GA) to improve services to citizens. However, the challenge is to ensure that the IoT is fully utilized as the real value of using IoT services comes from the establishments of services through effective utilization of technologies. This paper aims to develop a conceptual model for successful implementation of IoT services in GA which is one of the least essential studied aspects of utilization of Digital-Government services. This study proposes a new integrated success model that combines the dimensions of Technology-Readiness-Index (TRI) 2.0 with other success factors – service quality, information quality, system quality, user satisfaction, use (from DeLone&McLean Information-System-Success-Model), perceived usefulness (from Technology-Acceptance-Model), and trust construct to understand the determinants of IoT services success model in GA from the perspective of government officers. Interviews with Government-IoT experts are conducted to define and delineate the research problem. The proposed model could bring a better perspective of the critical factors that contribute to the success of IoT services implementation process particularly in GA as well as providing a groundwork for further empirical testing. Moreover, it will suggest an appropriate implementation mechanism to help GA increase the use of IoT services.


  • References

    1. [1] J. M. Talavera et al., “Review of IoT applications in agro-industrial and environmental fields,†Comput. Electron. Agric., vol. 142, no. 118, pp. 283–297, 2017.

      [2] A. Guterres and M. Kituyi, “Information Economy Report 2017: Digitalization, Trade and Development,†United Nations Publication, switzerland, 2017.

      [3] M. Thibaud, H. Chi, W. Zhou, and S. Piramuthu, “Internet of Things (IoT) in high-risk Environment, Health and Safety (EHS) industries: A comprehensive review,†Decis. Support Syst., vol. 108, pp. 79–95, 2018.

      [4] W. N. Hussein, L. M. Kamarudin, H. N. Hussain, A. Zakaria, R. Badlishah Ahmed, and N. A. H. Zahri, “The Prospect of Internet of Things and Big Data Analytics in Transportation System,†J. Phys. Conf. Ser., vol. 1018, p. 012013, 2018.

      [5] Waseda University, “The 13th Waseda-IAC International Digital Government Rankings 2017 Report,†no. August, 2017.

      [6] M. T. Okano, “IOT and Industry 4 . 0 : The Industrial New Revolution IOT and Industry 4 . 0 : The Industrial New Revolution,†no. September, 2017.

      [7] R. Kukafka, S. B. Johnson, A. Linfante, and J. P. Allegrante, “Grounding a new information technology implementation framework in behavioral science: A systematic analysis of the literature on IT use,†J. Biomed. Inform., vol. 36, no. 3, pp. 218–227, 2003.

      [8] B. Ramaseshan, R. P. J. Kingshott, and A. Stein, “Firm self-service technology readiness,†J. Serv. Manag., pp. 751–776, 2015.

      [9] L. Solima et al., “Managing adaptive orientation systems for museum visitors from an IoT perspective,†2016.

      [10] L. Da Xu, W. He, and S. Li, “Internet of things in industries: A survey,†IEEE Trans. Ind. Informatics, vol. 10, no. 4, pp. 2233–2243, 2014.

      [11] R. Harmon, “Smart Cities and the Internet of Things,†Smart Cities and the Internet of Things, pp. 485–494, 2014.

      [12] S. Baller, S. Dutta, and B. Lanvin, The Global Information Technology Report 2016 Innovating in the Digital Economy. 2016.

      [13] E. K. Iyer, S. Unnikrishnan, P. Philip, and M. Sundarrajan, “Extending Technology Adoption Model by Addition of Cognitive Inhibitors Extending Technology Adoption Model by Addition of Cognitive Inhibitors,†no. November, 2015.

      [14] C. Lin and P. J. Sher, “Readiness into Technology Acceptance : The TRAM Model,†vol. 24, no. July 2007, pp. 641–657, 2007.

      [15] M. Tsourela and M. Roumeliotis, “The moderating role of technology readiness , gender , and sex in consumer acceptance and actual use of Technology-based services,†J. High Technol. Manag. Res., vol. 26, no. 2, pp. 124–136, 2015.

      [16] A. Parasuraman, “Index ( TRI ) A Multiple-Item Scale to Embrace New Technologies,†no. May, 2000.

      [17] M. Badri, A. Al Rashedi, G. Yang, J. Mohaidat, and A. Al Hammadi, “Technology readiness of school teachers: An empirical study of measurement and segmentation,†J. Inf. Technol. Educ. Res., vol. 13, pp. 257–275, 2014.

      [18] M. L. Lai, “Technology readiness, internet self-efficacy and computing experience of professional accounting students,†Res. Pap., vol. 9, no. 2001, pp. 460–466, 2008.

      [19] R. Walczuch, J. Lemmink, and S. Streukens, “The effect of service employees ’ technology readiness on technology acceptance §,†vol. 44, pp. 206–215, 2007.

      [20] L. M. Ling and I. Muhammad, “Taxation and Technology : Technology Readiness of Malaysian Tax Officers in Petaling Jaya Branch,†J. Financ. Report. Account., 2014.

      [21] J. Lu, L. Wang, and L. A. Hayes, “How do technology readiness, platform functionality and trust influence c2c user satisfaction?,†J. Electron. Commer. Res., vol. 13, no. 1, pp. 50–69, 2012.

      [22] shun Y. Lam, J. Chiang, and A.Parasuraman, “THE EFFECTS OF THE DIMENSIONS OF TECHNOLOGY READINESS ON TECHNOLOGY ACCEPTANCE: AN EMPIRICAL ANALYSIS,†Acad. Mark. Stud. J., vol. 17, no. 2, pp. 119–132, 2013.

      [23] A. Parasuraman and C. L. Colby, “An Updated and Streamlined Technology Readiness Index : TRI 2 . 0,†vol. 18, no. 1, pp. 59–74, 2015.

      [24] V. Liljander, F. Gillberg, J. Gummerus, and A. van Riel, “Technology readiness and the evaluation and adoption of self-service technologies,†J. Retail. Consum. Serv., vol. 13, no. 3, pp. 177–191, 2006.

      [25] J. I. Rojas-Mendez, A. Parasuraman, and N. Papadopoulos, “Demographics, attitudes, and technology readiness A cross-cultural analysis and model validation,†Mark. Intell. Plan., 2016.

      [26] M. Son and K. Han, “Beyond the technology adoption : Technology readiness effects on post-adoption behavior ☆,†J. Bus. Res., vol. 64, no. 11, pp. 1178–1182, 2011.

      [27] J. C. Lin, “The influence of technology readiness on satisfaction and behavioral intentions toward self-service technologies,†vol. 23, pp. 1597–1615, 2007.

      [28] R. Vize, J. Coughlan, A. Kennedy, and F. Ellis-chadwick, “Industrial Marketing Management Technology readiness in a B2B online retail context : An examination of antecedents and outcomes,†Ind. Mark. Manag., vol. 42, no. 6, pp. 909–918, 2013.

      [29] M. M. Sappri, A. S. Baharudin, and S. Raman, “The Moderating Effect of User Involvement and Self-Readiness and Factors that Influence Information System Net Benefits among Malaysian Public Sector Employees,†vol. 11, no. 18, pp. 9659–9673, 2016.

      [30] D. Napitupulu, “A Conceptual Model Of E-Government Adoption in Indonesia,†Int. J. Adv. Sci. Eng. Inf. Technol., vol. 7, no. 4, p. 1471, 2017.

      [31] A. Zaidi, “The IoT Readiness of SMEs in Malaysia : Are they Worthwhile for Investigation ? The IoT Readiness of SMEs in Malaysia :,†no. August, 2017.

      [32] W. H. DeLone and E. R. McLean, “Information systems success: The quest for the dependent variable,†Inf. Syst. Res., vol. 3, no. 1, pp. 60–95, 1992.

      [33] P. B. Seddon, “A Respecification and Extension of the DeLone and McLean Model of IS Success,†Information Systems Research, vol. 8, no. 3. pp. 240–253, 1997.

      [34] W. H. DeLone and E. R. McLean, “The DeLone and McLean Model of Information Systems Success : A Ten-Year Update,†J. Manag. Inf. Syst., vol. 8, no. 4, pp. 9–30, 2003.

      [35] M. Salahshour, R. Mehrbakhsh, and H. M. Dahlan, “Information technology adoption : a review of the literature and classification,†Univers. Access Inf. Soc., vol. 17, no. 2, pp. 361–390, 2018.

      [36] S. Chatterjee, A. K. Kar, and M. P. Gupta, “Success of IoT in Smart Cities of India: An empirical analysis,†Gov. Inf. Q., no. February, p. 0–1Chatterjee, S., Kar, A. K., Gupta, M. P. (201, 2018.

      [37] S. Mardiana, J. H. Tjakraatmadja, and A. Aprianingsih, “Validating the Conceptual Model for Predicting Intention to Use as Part of Information System Success Model: The Case of an Indonesian Government Agency,†Procedia Comput. Sci., vol. 72, pp. 353–360, 2015.

      [38] P. Seddon and M.-Y. Kiew, “A Partial Test and Development of Delone and Mclean’s Model of IS Success,†Australas. J. Inf. Syst., vol. 4, no. 1, pp. 90–109, 1996.

      [39] S. Mardiana, J. H. Tjakraatmadja, and A. Aprianingsih, “Issues DeLone–McLean Information System Success Model Revisited: The Separation of Intention to Use -Use and the Integration of Technology Acceptance Models,†Int. J. Econ. Financ. Issues, vol. 5, no. 5, pp. 172–182, 2015.

      [40] L. Chu and J. Lin, “Factors Affecting the Use of a Medical Material Management Cloud - A Case Study,†vol. 7, no. 4, pp. 35–40, 2016.

      [41] M. Mital, V. Chang, P. Choudhary, A. Papa, and A. K. Pani, “Adoption of Internet of Things in India: A test of competing models using a structured equation modeling approach,†Technol. Forecast. Soc. Change, pp. 1–8, 2017.

      [42] J. Cho, “International Journal of Medical Informatics The impact of post-adoption beliefs on the continued use of health apps,†Int. J. Med. Inform., vol. 87, pp. 75–83, 2016.

      [43] E. Martínez-Caro, J. G. Cegarra-Navarro, A. García-Pérez, and M. Fait, “Healthcare service evolution towards the Internet of Things: An end-user perspective,†Technol. Forecast. Soc. Change, no. March, pp. 0–1, 2018.

      [44] D. Gefen and D. Straub, “Managing User Trust in B2C e-Services,†e-Service J., vol. 2, no. 2, pp. 7–24, 2003.

      [45] A. Karahoca, D. Karahoca, and M. Aksoz, Examining intention to adopt to internet of things in healthcare technology products, vol. 43, no. 8. 2018.

      [46] J. Brantes and J. Ferreira, “Impacts of technology readiness on emotions and cognition in Brazil,†J. Bus. Res., vol. 67, no. 5, pp. 865–873, 2014.

      [47] A. Aloudat, K. Michael, X. Chen, and M. M. Al-debei, “Telematics and Informatics Social acceptance oflocation-based mobile government services for emergency management,†Telemat. Informatics, vol. 31, no. 1, pp. 153–171, 2014.

      [48] Gefen, Karahanna, and Straub, “Trust and TAM in Online Shopping: An Integrated Model,†MIS Q., vol. 27, no. 1, p. 51, 2003.

      [49] B. George and S. K. Pandey, “We Know the Yin — But Where Is the Yang ? Toward a Balanced Approach on Common Source Bias in Public Administration Scholarship,†2017.

      [50] C. Stergiou, K. E. Psannis, B. G. Kim, and B. Gupta, “Secure integration of IoT and Cloud Computing,†Futur. Gener. Comput. Syst., vol. 78, pp. 964–975, 2016.

      [51] L. Gao and X. Bai, “A unified perspective on the factors influencing consumer acceptance of internet of things technology,†Asia Pacific J. Mark. Logist., 2014.

      [52] T. Harwood and T. Garry, “IoT: Understanding Trust in Techno-Service Systems,†J. Serv. Manag., vol. 28, no. 3, pp. 442–475, 2017.

      [53] U. Sekaran, Research methods for business, vol. 65, no. 3. 2013.

      [54] T. S. H. Teo, S. Lin, and K. Lai, “Adopters and non-adopters of e-procurement in Singapore : An empirical study,†vol. 37, pp. 972–987, 2009.


      [56] S. J. Yoon, “The antecedents and consequences of trust in online-purchase decisions,†J. Interact. Mark., vol. 16, no. 2, pp. 47–63, 2002.

      [57] S. Petter, W. DeLone, and E. McLean, “Measuring information systems success: Models, dimensions, measures, and interrelationships,†Eur. J. Inf. Syst., vol. 17, no. 3, pp. 236–263, 2008.

      [58] B. Kutlu and A. Alkaya, “Measuring the Delone and Mclean Model of Information Systems Success Applied To Banking Sector of Turkey,†Int. J. Adv. Comput. Eng. Netw., vol. 3, no. 8, pp. 2320–2106, 2015.

      [59] G. G. Gable, D. Sedera, and T. Chan, “Enterprise Systems Success: A Measurement Model,†Int. Conf. Inf. Syst., pp. 576–591, 2003.

      [60] J. Floropoulos, C. Spathis, D. Halvatzis, and M. Tsipouridou, “International Journal of Information Management Measuring the success of the Greek Taxation Information System,†Int. J. Inf. Manage., vol. 30, pp. 47–56, 2010.

      [61] S. M. A. Ramdan, Y. Nurdiana, B. Azizan, and K. Bin Saadan, “E-Government Systems Success Evaluating under Principle Islam : A Validation of the Delone and Mclean Model of Islamic Information Systems Success,†Acad. Res. Int., vol. 5, no. March, pp. 72–86, 2014.


      [63] R. P. Marble, “A system implementation study : management commitment to project management,†vol. 41, pp. 111–113, 2003.

      [64] A. Mathur, T. Newe, W. Elgenaidi, M. Rao, G. Dooly, and D. Toal, “A secure end-to-end IoT solution,†Sensors Actuators, A Phys., vol. 263, pp. 291–299, 2017.

      [65] C. Andrews, F. El-Attrash, E. Jarvis, N. B. Johnson, and H. Moss, “The Internet of Things What the IoT Means For The Public Sector.,†Washington, DC, 2016.

      [66] I. C. Chang, Y. C. Li, W. F. Hung, and H. G. Hwang, “An empirical study on the impact of quality antecedents on tax payers’ acceptance of Internet tax-filing systems,†Gov. Inf. Q., vol. 22, no. 3, pp. 389–410, 2005.

      [67] N. Ali, “Knowledge management systems success model for healthcare,†Massey University Palmerston North, New Zealand, 2012.

      [68] J. H. Wu and Y. M. Wang, “Measuring KMS success: A respecification of the DeLone and McLean’s model,†Inf. Manag., vol. 43, no. 6, pp. 728–739, 2006.

      [69] U. R. Kulkarni, S. Ravindran, and R. Freeze, “A Knowledge Management Success Model: Theoretical Development and Empirical Validation,†J. Manag. Inf. Syst., vol. 23, no. 3, pp. 309–347, 2006.

      [70] M. E. Jennex, “Re-Examining the Jennex Olfman Knowledge Management Success Model,†no. 2003, pp. 4375–4384, 2017.

      [71] G. White, V. Nallur, and S. Clarke, “Quality of service approaches in IoT: A systematic mapping,†J. Syst. Softw., vol. 132, pp. 186–203, 2017.

      [72] L. Alzahrani, W. Al-Karaghouli, and V. Weerakkody, “Analysing the critical factors influencing trust in e-government adoption from citizens’ perspective: A systematic review and a conceptual framework,†Int. Bus. Rev., vol. 26, no. 1, pp. 164–175, 2017.

      [73] M. A. Dauwed, J. Yahaya, and Z. Mansor, “Human Factors For IoT Services Utilization For Health Information Exchange,†J. Theor. Appl. Inf. Technol., vol. 96, no. 8, pp. 2095–2105, 2018.

      [74] S. E. Colesca and D. Liliana, “E-government Adoption in Romania,†Int. J. Soc. Manag. Econ. Bus. Enginering, vol. 2, no. 6, pp. 75–79, 2008.

      [75] L. A. Halawi et al., “An Empirical Investigation of Knowledge Management Systems ’ Success,†vol. 4417, 2008.

      [76] I. Brown and R. Jayakody, “B2C e-commerce success: A test and validation of a revised conceptual model,†Electron. J. Inf. Syst. Eval., vol. 11, no. 3, pp. 167–184, 2008.

      [77] M. A. Mahmood, J. M. Burn, L. A. Gemoets, and C. Jacquez, “Variables affecting information technology end-user satisfaction : a meta-analysis of the empirical literature,†Int. J. Human-Computer Stud., pp. 751–771, 2000.


      [79] Y. Akça, G. Özer, A. D. I. Assistant, and E. Çelik, “Research in Business The User Characteristics Effects to Smart Board Usage on Technology Acceptance Model Variables : The Sample of Bartin Highschool Teachers i,†vol. 6, no. 1, pp. 106–116, 2017.

      [80] V. N. Helia, V. I. Asri, E. Kusrini, and S. Miranda, “Modified technology acceptance model for hospital information system evaluation – a case study,†vol. 01101, pp. 0–4, 2018.

      [81] R. H. Bokhari, “The relationship between system usage and user satisfaction: a meta-analysis,†J. Enterp. Inf. Manag., 2005.

      [82] B. Ives, M. H. Olson, and J. J.Baraudi, “The Measurement of User Information Satisfaction,†vol. 26, no. 10, pp. 785–793, 1983.

      [83] F. D. Davis, “Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology,†MIS Q., vol. 13, no. 3, pp. 319–340, 1989.

      [84] S. Ozkan and I. E. Kanat, “e-Government adoption model based on theory of planned behavior : Empirical validation,†Gov. Inf. Q., vol. 28, no. 4, pp. 503–513, 2011.

      [85] N. Erdo and M. Esen, “An Investigation of the Effects of Technology Readiness on Technology Acceptance in e-HRM,†vol. 24, pp. 487–495, 2011.

      [86] K. M. Kuo, C. F. Liu, and C. C. Ma, “An investigation of the effect of nurses’ technology readiness on the acceptance of mobile electronic medical record systems,†BMC Med Inf. Decis., vol. 13, no. 8, pp. 1–14, 2013.

      [87] S. C. Chen and H. H. Chen, “Determinants of satisfaction and continuance intention towards self-service technologies,†Ind. Manag. Data Syst., vol. 109, no. No 9, 2009, pp. 1248–1263, 2009.

      [88] P. E. Naeini et al., “Privacy Expectations and Preferences in an IoT World,†Thirteen. Symp. Usable Priv. Secur. (SOUPS 2017), no. Soups, pp. 399–412, 2017.

      [89] N. Tsikriktsis, “A Technology Readiness – Based Taxonomy of Customers,†vol. 7, no. 1, pp. 42–52, 2004.

      [90] D. Belanche, L. V. Casaló, and C. Flavián, “Integrating trust and personal values into the technology acceptance model: The case of e-government services adoption,†Cuad. Econ. y Dir. la Empres., vol. 15, no. 4, pp. 192–204, 2012.

      [91] A. A. A. Termizi, N. Ahmad, M. F. Omar, N. A. Wahap, D. Zainal, and N. M. Ismail, “Smart facility application: Exploiting space technology for smart city solution,†IOP Conf. Ser. Earth Environ. Sci., vol. 37, no. 1, pp. 0–6, 2016.

      [92] A. Alkhalil and R. A. Ramadan, “IoT Data Provenance Implementation Challenges,†Procedia Comput. Sci., vol. 109, no. 2014, pp. 1134–1139, 2017.

      [93] O. Bello and S. Zeadally, “Toward efficient smartification of the Internet of Things (IoT) services,†Futur. Gener. Comput. Syst., 2017.

      [94] B. Farahani, F. Firouzi, V. Chang, M. Badaroglu, N. Constant, and K. Mankodiya, “Towards fog-driven IoT eHealth: Promises and challenges of IoT in medicine and healthcare,†Futur. Gener. Comput. Syst., vol. 78, pp. 659–676, 2016.

  • Downloads

  • How to Cite

    binti Sidek, N., binti Ali, N., & bin Rosman, R. (2018). Wireless Communication: A Conceptual Model of IoT Services Success for Government Agencies. International Journal of Engineering & Technology, 7(4.35), 857-865. https://doi.org/10.14419/ijet.v7i4.35.26270