Internet of things IOT services adoption in consumer durable goods industry an empirical investigation of select markets in northern India

Abstract

With the rigorous expansion in IOT services across consumer segments, the study aims to propose a unique framework combining constructs from the UTAUT2 framework in addition to privacy and security issues, consumer awareness of IOT and trust related to technology to enhance the consumer adoption of IOT enabled smart home services. Also, the impact of SERVQUAL dimensions identified for smart home services, on consumer satisfaction was also empirically analyzed. The sample size of 564 users from 5 smart cities of Northern India was incorporated to determine the critical factors influencing the adoption of smart home services employing SPSS 26, and AMOS 26 analytical tools. The results reveal a significant influence of all the factors except facilitating conditions associated with the IOT on consumer adoption of IOT-enabled services. Also, all the identified SERVQUAL dimensions except for privacy had a significant impact on the customer satisfaction related to IOT services. The study contributes theoretically to the growing body of research on the adoption of IOT enabled Smart home devices and services along with practical implications for marketers from the Indian consumer s perspective. newline newline