Unfolding the relationship between data privacy and security, users’ trust and satisfaction in smart cities using the IS model

Purpose Worldwide, smart cities provide promising solutions for urban residents to achieve sustainability while fostering economic growth and societal wellbeing. The effectiveness of these initiatives relies on user trust, which is contingent upon how authorities uphold data privacy and security (hereinafter referred to as DPS). User trust subsequently contributes to overall user satisfaction. The purpose of this paper is to explore the relationship between system quality, information quality, DPS, users’ trust, and satisfaction within the context of Jammu Smart City in India by using Information System Success Model (IS). Design/methodology/approach This study used a survey method, collecting quantitative responses from 330 users across 11 smart city services. Confirmatory factor analysis (CFA) and Process Macro were used to assess reliability, validity and hypothesis testing. Findings The empirical results show a positive relationship between system quality and information quality with DPS, users’ trust and users’ satisfaction. Moreover, DPS performs a mediating role between system quality and users’ trust. Users’ trust is also found to be a mediator between information quality and users’ satisfaction. Originality/value Scholars have neglected the DPS of the service users in the context of smart cities. Hence, to the best of the authors’ knowledge, this study is a unique study covering not only DPS but also users’ trust and satisfaction across the IS model.