IDEAS home Printed from https://ideas.repec.org/a/jfr/ijfr11/v10y2019i5p387-397.html
   My bibliography  Save this article

A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services

Author

Listed:
  • Sheikh Muhammad Hizam
  • Waqas Ahmed

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.

Suggested Citation

  • Sheikh Muhammad Hizam & Waqas Ahmed, 2019. "A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 11(5), pages 387-397, August.
    • Handle: RePEc:jfr:ijfr11:v:10:y:2019:i:5:p:387-397
    DOI: 10.5430/ijfr.v10n5p387
    as

    Download full text from publisher

    File URL: http://www.sciedu.ca/journal/index.php/ijfr/article/view/15680/9748
    Download Restriction: no
    File URL: http://www.sciedu.ca/journal/index.php/ijfr/article/view/15680
    Download Restriction: no
    File URL: https://libkey.io/10.5430/ijfr.v10n5p387?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Jang, Sung Hee & Kim, Rachel H. & Lee, Chang Won, 2016. "Effect of u-healthcare service quality on usage intention in a healthcare service," Technological Forecasting and Social Change, Elsevier, vol. 113(PB), pages 396-403.
    2. Farouq Almeqdadi, 2018. "The Effects of Using an Interactive Software (GSP) on UAE Students' Attitudes towards Geometry," American Journal of Social Sciences and Humanities, Online Science Publishing, vol. 3(1), pages 22-28.
    3. Mubeen Asif & Faisal Asghar & Amna Younis & Amir Mahmood & Li Zheng Wang, 2018. "The Role of Social Entrepreneurship in Pakistan and its Impact on Economy," International Journal of Business, Economics and Management, Conscientia Beam, vol. 5(5), pages 117-127.
    4. Johnson Olaosebikan Aremu & Michael Ediagbonya, 2018. "Trade and Religion in British-Benin Relations, 1553-1897," Global Journal of Social Sciences Studies, Online Science Publishing, vol. 4(2), pages 78-90.
    5. Al Amirul Eimer Bin Ramdzan Ali & Abdul Kadir Othman & Faridah Hj Hassan & Muhamad Izzuddin Zainudin & Ahmad Syahmi Ahmad Fadzil, 2018. "Branding Strategy on Economic Sustainability among Personal Care and Cosmetics Customers," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 8(11), pages 995-1004.
    6. Alonso, Borja & Barreda, Rosa & dell’Olio, Luigi & Ibeas, Angel, 2018. "Modelling user perception of taxi service quality," Transport Policy, Elsevier, vol. 63(C), pages 157-164.
    7. Anna M. Turri & Ronn J. Smith & Steven W. Kopp, 2017. "Privacy and RFID Technology: A Review of Regulatory Efforts," Journal of Consumer Affairs, Wiley Blackwell, vol. 51(2), pages 329-354, July.
    8. Johnson Olaosebikan Aremu & Michael Ediagbonya, 2018. "Trade and Religion in British-Benin Relations, 1553-1897," Global Journal of Social Sciences Studies, Pacharapa Naka, vol. 4(2), pages 78-90.
    9. Johnson Olaosebikan Aremu, 2018. "Interrogating the Dilemma of Foreign Aid as a Tool for Economic Development in Latin America in the 20th Century," Current Research in Agricultural Sciences, Conscientia Beam, vol. 6(4), pages 189-202.
    10. Thomas Aduojo Audu, 2018. "Effects of Teaching Methods on Basic Science Achievement and Spatial Ability of Basic Nine Boys and Girls in Kogi State, Nigeria," Current Research in Agricultural Sciences, Conscientia Beam, vol. 6(4), pages 149-155.
    11. I Wayan Budi Artha & Bambang Mulyana, 2018. "The Effect of Internal and External Factors of Companies on Profitability and its Implications on Stock Price Index of State-Owned Banks," The Economics and Finance Letters, Conscientia Beam, vol. 5(2), pages 58-71.
    12. Bime M. J & Ngala N. M & Jaza A. F & Mawo M.L, 2015. "An Analysis of the Pre and Post Harvest Management Techniques in Rice Production: The Case of Unvda Ndop, North West Region, Cameroon," International Journal of Sustainable Agricultural Research, Conscientia Beam, vol. 2(4), pages 120-132.
    13. Eze Thecla Amogechukwu & Chidobi Roseline Unoma, 2017. "Extent of Head Teachers’ Utilization of Innovative Sources of Funding Primary Schools in Enugu State of Nigeria," Journal of Education and e-Learning Research, Asian Online Journal Publishing Group, vol. 4(2), pages 41-45.
    14. Kamal Fatehi & Jeongho Choi, 2019. "The Management of International Business," Springer Texts in Business and Economics, in: International Business Management, edition 2, chapter 1, pages 3-35, Springer.
    15. Ana Njegovanovic, 2018. "Hilbert Space / Quantum Theory of the Financial Decision and Role of the Prefrontal Cortex with a View to Emotions," International Journal of Social and Administrative Sciences, Asian Economic and Social Society, vol. 3(1), pages 42-54, March.
    16. Thomas Aduojo Audu, 2018. "Effects of Teaching Methods on Basic Science Achievement and Spatial Ability of Basic Nine Boys and Girls in Kogi State, Nigeria," Humanities and Social Sciences Letters, Conscientia Beam, vol. 6(4), pages 149-155.
    17. Johnson Olaosebikan Aremu, 2018. "Interrogating the Dilemma of Foreign Aid as a Tool for Economic Development in Latin America in the 20th Century," Humanities and Social Sciences Letters, Conscientia Beam, vol. 6(4), pages 189-202.
    18. Prabha Ramseook-Munhurrun & Soolakshna D. Lukea-Bhiwajee & Perunjodi Naidoo, 2010. "Service Quality In The Public Service," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 37-50.
    19. Bime M. J & Ngala N. M & Jaza A. F & Mawo M.L, 2015. "An Analysis of the Pre and Post Harvest Management Techniques in Rice Production: The Case of Unvda Ndop, North West Region, Cameroon," International Journal of Sustainable Agricultural Research, Conscientia Beam, vol. 2(4), pages 120-132.
    20. Mubeen Asif & Faisal Asghar & Amna Younis & Amir Mahmood & Li Zheng Wang, 2018. "The Role of Social Entrepreneurship in Pakistan and its Impact on Economy," International Journal of Business, Economics and Management, Conscientia Beam, vol. 5(5), pages 117-127.
    21. Kamal Fatehi & Jeongho Choi, 2019. "International Business Management," Springer Texts in Business and Economics, Springer, edition 2, number 978-3-319-96622-9, April.
    22. I Wayan Budi Artha & Bambang Mulyana, 2018. "The Effect of Internal and External Factors of Companies on Profitability and its Implications on Stock Price Index of State-Owned Banks," The Economics and Finance Letters, Conscientia Beam, vol. 5(2), pages 58-71.
    23. Nwakoby Nkiru Peace & Charity Philip Sidi & Ofobruku Sylvester Abomeh, 2018. "Impact of Information and Communication Technology on the Performance of Deposit Money Banks in Nigeria," International Journal of Management and Sustainability, Conscientia Beam, vol. 7(4), pages 225-239.
    24. Lu, Yang & Papagiannidis, Savvas & Alamanos, Eleftherios, 2018. "Internet of Things: A systematic review of the business literature from the user and organisational perspectives," Technological Forecasting and Social Change, Elsevier, vol. 136(C), pages 285-297.
    25. Al Amirul Eimer Bin Ramdzan Ali & Abdul Kadir Othman & Faridah Hj Hassan & Muhamad Izzuddin Zainudin & Ahmad Syahmi Ahmad Fadzil, 2018. "Branding Strategy on Economic Sustainability among Personal Care and Cosmetics Customers," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 8(11), pages 995-1004, November.
    26. Nwakoby Nkiru Peace & Charity Philip Sidi & Ofobruku Sylvester Abomeh, 2018. "Impact of Information and Communication Technology on the Performance of Deposit Money Banks in Nigeria," International Journal of Management and Sustainability, Conscientia Beam, vol. 7(4), pages 225-239.
    27. Nathalie Demoulin & Souad Djelassi, 2016. "An integrated model of self-service technology (SST) usage in a retail context," Post-Print hal-01563001, HAL.
    28. Weinberg, Bruce D. & Milne, George R. & Andonova, Yana G. & Hajjat, Fatima M., 2015. "Internet of Things: Convenience vs. privacy and secrecy," Business Horizons, Elsevier, vol. 58(6), pages 615-624.
    29. Lin, Jiun-Sheng Chris & Hsieh, Pei-Ling, 2011. "Assessing the Self-service Technology Encounters: Development and Validation of SSTQUAL Scale," Journal of Retailing, Elsevier, vol. 87(2), pages 194-206.
    30. Eze Thecla Amogechukwu & Chidobi Roseline Unoma, 2017. "Extent of Head Teachers’ Utilization of Innovative Sources of Funding Primary Schools in Enugu State of Nigeria," Journal of Education and e-Learning Research, Asian Online Journal Publishing Group, vol. 4(2), pages 41-45.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Omar Salem & Marietta Kiss, 2023. "Using The Servqual Model To Assess Service Quality Of Internet Service Providers: Evidence From Jordan," Oradea Journal of Business and Economics, University of Oradea, Faculty of Economics, vol. 8(1), pages 61-71, March.
    2. Asif Mahmood & Shazia Manzoor, 2021. "Which Service Attributes Sway Internet Service Providers? Analysis Through Triangulation Approach," SAGE Open, , vol. 11(4), pages 21582440211, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zarinah Abdul Rasit & Maisurah Zakaria & Marshita Hashim & Aliza Ramli & Muzrifah Mohamed, 2019. "Green Supply Chain Management (GSCM) Practices for Sustainability Performance: An Empirical Evidence of Malaysian SMEs," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 10(3), pages 371-379, May.
    2. Nik Azmiah Binti Nik Azin & Norhayati bt Alias, 2019. "Value Relevance of Intangible Assets Before and After FRS 138 Adoptions: Evidence From Malaysia," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 10(3), pages 267-279, May.
    3. Arfi, Wissal Ben & Nasr, Imed Ben & Kondrateva, Galina & Hikkerova, Lubica, 2021. "The role of trust in intention to use the IoT in eHealth: Application of the modified UTAUT in a consumer context," Technological Forecasting and Social Change, Elsevier, vol. 167(C).
    4. Trang P. Tran & Christopher P. Furner & Ilia Gugenishvili, 2022. "The Effects of Task Service Fit on Brand Loyalty: A Study of Branded Apps," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 14(1), pages 1-19, January.
    5. Sulaiman Sajilan & Muhammad Umar Islam & Mohsin Ali & Urooj Anwar, 2019. "The Determinants of FDI in OIC Countries," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 11(5), pages 466-473, August.
    6. Omoruan, Daniel & Etsename, Louis Emmanuel, 2024. "Histo-Cultural Discourse on the Igue Festival, Pre/Post Benin Invasion and the Reparation Debate," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(3), pages 1040-1051, March.
    7. Fernando Martin-Alcazar & Marta Ruiz-Martinez & Gonzalo Sanchez-Gardey, 2019. "Social Capital and Academic Research Performance: A Conceptual Model Proposal," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 10(2), pages 22-31, March.
    8. Naseem Ahamed & Nitya Nand Tripathi, 2023. "Financial Performance as a Determinant of The Cost of Capital: An Empirical Study on Listed Companies in India," Capital Markets Review, Malaysian Finance Association, vol. 31(2), pages 69-87.
    9. Omar Salem & Marietta Kiss, 2023. "Using The Servqual Model To Assess Service Quality Of Internet Service Providers: Evidence From Jordan," Oradea Journal of Business and Economics, University of Oradea, Faculty of Economics, vol. 8(1), pages 61-71, March.
    10. Xiaowen Guan & Hye Eun Lee, 2022. "Does Culture Really Matter? A Comparison Between Victims’ Cognitive and Communicative Responses to Cultural In-Group Versus Out-Group Perpetrators in Social Predicaments," SAGE Open, , vol. 12(1), pages 21582440221, March.
    11. Sulaiman Sajilan & Erlane K. Ghani & Siti Maimunah & Retno Martanti Endah Lestari, 2019. "The Relationship of Environmental Uncertainty, AIS Efficiency and Energy Efficiency with Environmental and Operational Performance in Indonesia," International Journal of Energy Economics and Policy, Econjournals, vol. 9(5), pages 371-378.
    12. Nguyen Hong Quan & Nguyen Thi Binh & Bui Thi Ly, 2022. "Impact of smart locker use on customer satisfaction of online shoppers in Vietnam," Palgrave Communications, Palgrave Macmillan, vol. 9(1), pages 1-11, December.
    13. Emeka Okereke & Ufuoma Earnest Ofierohor, 2021. "Digitalization as vehicle for Financial Institutions’ Growth and Effectiveness," International Journal of Science and Business, IJSAB International, vol. 5(1), pages 105-114.
    14. Samah Zakareya & Safa’a Alahmad, 2019. "Inverted Teaching for Improving the Teaching Performance of EFL Student Teachers at Jubail College of Education," English Language Teaching, Canadian Center of Science and Education, vol. 12(4), pages 1-15, April.
    15. Arakpogun, Emmanuel Ogiemwonyi & Elsahn, Ziad & Nyuur, Richard B. & Olan, Femi, 2020. "Threading the needle of the digital divide in Africa: The barriers and mitigations of infrastructure sharing," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    16. Massilva Dekkal & Manon Arcand & Sandrine Prom Tep & Lova Rajaobelina & Line Ricard, 2024. "Factors affecting user trust and intention in adopting chatbots: the moderating role of technology anxiety in insurtech," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 699-728, September.
    17. Hiromi Kawasaki & Satoko Yamasaki & Md Moshiur Rahman, 2021. "Developing a Hybrid Platform for Emergency Remote Education of Nursing Students in the Context of COVID-19," IJERPH, MDPI, vol. 18(24), pages 1-14, December.
    18. Rosińska-Bukowska Magdalena, 2020. "The significance of intellectual capital in strategies of transnational corporations," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 56(4), pages 291-306, December.
    19. Mehta, Nikhil & Mehta, Anju & Hassan, Yusuf & Buttner, Holly & RoyChowdhury, Sanchita, 2021. "Choices in CDO appointment and firm performance: Moving towards a Stakeholder-based approach," Journal of Business Research, Elsevier, vol. 134(C), pages 233-251.
    20. Dewi Tri Hastuti & Muafi Muafi, 2022. "The influence of organizational environmental culture on employee performance mediated by green human resource management (GHRM) and job satisfaction," International Journal of Business Ecosystem & Strategy (2687-2293), Bussecon International Academy, vol. 4(1), pages 24-36, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:jfr:ijfr11:v:10:y:2019:i:5:p:387-397. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Gina Perry (email available below). General contact details of provider: http://ijfr.sciedupress.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.