Determinants of Citizens’ Use of Smart City Services

Abstract

The concept of smart cities continues to expand and plays an increasingly important role in the development of local communities. As digital technologies become more integrated into urban governance, public service delivery, and daily life, the transition toward smarter and more sustainable urban environments depends heavily on citizens’ active participation and willingness to adopt smart city solutions. This paper investigates the complex set of factors that influence citizens’ use of smart city services. Drawing on survey data from citizens, the study explores the distinguishing characteristics between users and non-users of smart city services, as well as the key determinants influencing their adoption. The findings reveal that digital literacy, awareness of smart city services, positive user experience, perceived usefulness of services and data, satisfaction with the quality of local public services, and trust in local public institutions are positively associated with citizens’ use of smart city services. In contrast, lower levels of stress-coping ability and reduced self-confidence hinder the adoption of smart services. This research contributes to a deeper understanding of citizens’ behavior in the context of smart city development.