An evaluation of factors affecting the acceptance of smart city ICT services in India

Purpose Information and communication technologies (ICTs) are essential to city administration, improving quality of life, promoting sustainability, and fostering innovation. The success of smart city projects depends on citizens’ acceptance. This study evaluates the factors influencing citizens’ acceptance of smart city services in India. Design/methodology/approach Based on the literature review, a framework was developed that integrates theories from Technology Acceptance Model, Theory of Reasoned Action, Social Cognitive Theory, and Trust, with six variables: perceived usefulness, perceived ease of use, self-efficacy, attitude, trust in e-government, and behavioural intention. A survey was conducted with 407 respondents in Kerala, India. Findings This study found that perceived usefulness, perceived ease of use, and self-efficacy positively impact citizens’ attitudes toward smart city services, which in turn strongly influence their intention to use these services. Attitude plays a key role in the acceptance process by connecting these factors. While trust in e-government directly affects acceptance, its influence on attitude is weaker. Indian citizens tend to focus more on the ease of use and self-efficacy over trust, suggesting that increasing awareness and providing training could be more effective in encouraging acceptance. Originality/value This study employs structural equation modelling to explore the factors influencing citizens’ acceptance of smart city services, addressing the underexplored area of smart public services in a developing country.