| Title | Determinants of citizen -generated data in a smart city: Analysis of 311 system user behavior |
|---|---|
| ID_Doc | 36131 |
| Authors | Wu, WN |
| Title | Determinants of citizen -generated data in a smart city: Analysis of 311 system user behavior |
| Year | 2020 |
| Published | |
| Abstract | Citizen input through smart city initiatives is critical in contemporary notions of sustainable cities. 311 system, both an online and offline citizen-initiated tool of citizen relationship management (CRM), demonstrates how citizen-generated data could contribute to the advancement of smart and sustainable cities. Since smart city initiatives are citizen-focused, public administrators must have strategies and plans for promoting citizenship as well as understanding how citizens use smart city technologies to develop sustainable smart city efforts. However, current knowledge of development and use issues relating to 311 system is limited. The purpose of this study was to identify the factors that influence 311 system user behaviors with respect to the creation of citizengenerated data to help improve the management of citizen relationships. The results demonstrated that individual differences were viewed as a catalyst for user behaviors and have both a direct and indirect influence on such behaviors. These differences in views, along with technology acceptance theory and citizen-initiated contact theory, all emphasize the factors influencing citizen behaviors in 311 citizen-initiated contact and 311 contact channel choices. In addition, technology acceptance, satisfaction with the neighborhood environment, and frequent use of public services are characteristics exhibited by those who use 311 system more frequently. Significant evidence regarding the causal relationship between these three variables shows that 311 system is both service consumer-oriented and user-oriented and, as a result, reduces the gap between supply side and demand side in the adoption of governmental ICTs, which is viewed as a daunting challenge in the study of governmental ICTs and digital governance. |
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