An integrated success model of internet of things (IOT) - based services in facilities management for public sector

• Main Author: Norliza Binti Sidek, Dr.
• Format: text::Thesis
• Language: English
• Published: 2023

Implementation of the Internet of Things (IoT) continues to drive change in organisations and can bring unprecedented benefits for public sectors, which have a critical role in serving the citizens. The IoT is a fundamental requirement for smart government, which had been lauded to pioneer and innovate multiple ways for the government in achieving better public engagement and increasing government transparency. The success of IoT-based services depends on the utilisation of the system by the employees, along with technical and human factors, which play an important role in reducing resistance. Although IoT promises many benefits to public sectors, several existing challenges can be attributed to issues grounded on employee acceptance. Neglecting these issues may affect the implementation of IoT-based services in public sectors, and thus, may affect the delivery of efficient services. Hence, research is needed to achieve a better understanding of employee engagement to use IoT-based services that includes the possible effects of technical and human factors to the success of IoT in promoting successful implementation of IoT-based services within the public sectors. To date, there has been little research that could be identified in addressing these factors for successful IoT-based services implementation among employees. Therefore, the present study aims to identify the factors that influence the behaviour of employees in using IoT-based services and develop an integrated model that address technical and human factors which impact the use of IoT-based services in public sectors from the perspective of employees. This model accounts for individual differences that influence the use of IoT-based services by including information system quality as the technical factors of specific aspects in the overall system, technology readiness, subjective norm, perceived usefulness, and user satisfaction, which describe the human perceptions of the system. Additionally, IoT-based services Use would be the outcome variable to determine the success of IoT. An integrated success model for IoT-based services is developed by integrating the Technology Readiness Index, Technology Acceptance Model and the modified success model of DeLone and McLean. This study employed a quantitative, cross-sectional survey that involves employees from all local authorities throughout Malaysia. A total of 187 responses were received from employees from Local Agencies in public sectors with 67.3 per cent response rate. The partial least squares structural equation modelling approach is used to test the model, with 90.8 per cent of the variance in IoT-based services are used, suggesting an acceptable model fit with 7 out of 9 hypotheses being met. Specifically, technology readiness has the strongest effect on IS quality (β = 0.746), and the strongest effect size has been obtained on the association between subjective norm and perceived usefulness (β = 0.433). In addition, information system quality has the strongest effect on perceived usefulness (β = 0.498) and medium effect on user satisfaction (β = 0.490). Thus, the empirical evidence exerts significant effects of technology readiness towards the success of IoT-based facilities management in the public sector. From a practical contribution viewpoint, this research provides actionable information for the government to formulate a successful implementation strategy for IoTbs in FM.