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

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  • 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
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    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.

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