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Trust in the smart home: Findings from a nationally representative survey in the UK

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  • Sara Cannizzaro
  • Rob Procter
  • Sinong Ma
  • Carsten Maple

Abstract

Businesses in the smart home sector are actively promoting the benefits of smart home technologies for consumers, such as convenience, economy and home security. To better understand meanings of and trust in the smart home, we carried out a nationally representative survey of UK consumers designed to measure adoption and acceptability, focusing on awareness, ownership, experience, trust, satisfaction and intention to use. We analysed the results using theories of meanings and acceptability of technologies including semiotics, social construction of technology (SCOT) and sociotechnical affordance. Our findings suggest that the meaning and value proposition of the smart home have not yet achieved closure for consumers, but is already foregrounding risks to privacy and security amongst the other meaning-making possibilities it could afford. Anxiety about the likelihood of a security incident emerges as a prominent factor influencing adoption of smart home technology. This factor negatively impacts adoption. These findings underline how businesses and policymakers will need to work together to act on the sociotechnical affordances of smart home technology in order to increase consumers’ trust. This intervention is necessary if barriers to adoption and acceptability of the smart home are to be addressed now and in the future.

Suggested Citation

  • Sara Cannizzaro & Rob Procter & Sinong Ma & Carsten Maple, 2020. "Trust in the smart home: Findings from a nationally representative survey in the UK," PLOS ONE, Public Library of Science, vol. 15(5), pages 1-30, May.
    • Handle: RePEc:plo:pone00:0231615
    DOI: 10.1371/journal.pone.0231615
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    References listed on IDEAS

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    Cited by:

    1. Joey F George & Rui Chen & Lingyao Yuan, 2021. "Intent to purchase IoT home security devices: Fear vs privacy," PLOS ONE, Public Library of Science, vol. 16(9), pages 1-14, September.
    2. Pal, Debajyoti & Zhang, Xiangmin & Siyal, Saeed, 2021. "Prohibitive factors to the acceptance of Internet of Things (IoT) technology in society: A smart-home context using a resistive modelling approach," Technology in Society, Elsevier, vol. 66(C).

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