The Role of Citizens’ Familiarity, Privacy Concerns, and Trust on Adoption of Smart Services


  • Ali Al-Musawi University of Agder, Kristiansand, Norway
  • Erik Yang University of Agder, Kristiansand, Norway
  • Katja Bley Technische Universität Dresden, Dresden, Germany
  • Devinder Thapa University of Agder, University of South-Eastern Norway
  • Ilias O. Pappas University of Agder, Kristiansand; Norwegian University of Science and Technology, Trondheim


Smart city solutions and applications are considered as a strategic means to cope with multiple global and local challenges such as pollution, energy expenditure and digitalization to name a few. Although these solutions are driven by advanced information technologies such as IoT and Big data, their success is dependent on user engagement and trust. We seek to examine how citizens' awareness and perception of smart cities affect their adoption of smart services.
To answer this, we conducted a study in Norway and employed a questionnaire
receiving 103 responses. Furthermore, we conducted 12 semi-structured interviews
to obtain further insights. The results show how citizens value the benefit
of smart services and how their adoption is influences by engagement and trust
towards them.