Smart communities have shown great advantages in China's pandemic control, but also exposed the shortcomings that some smart community services (SCS) are out of touch with residents' needs in the post-pandemic era. Therefore, This study aims to explore those SCSs were needed to promote the sustainable development of smart communities. Based on the expectation disconfirmation theory and the modified ASCI model, this study establishes a smart community service resident satisfaction model and analyzes it with Amos structural equation model. The study results are as follows: (1) SCS outcome, ICT infrastructure, and SCS delivery all have a positive influence on resident satisfaction and their performances decrease in turn. (2) some of the factors that drive resident satisfaction most, such as Smart Property Service and Public Facility, have a lower rating. (3) residents are more concerned about the "cost" (including financial and emotional costs) than the quality of the SCSs. (4) Most residents' expectations of SCS are irrational and that’s why it does not have a significant impact on satisfaction. (5) Resident Satisfaction is an important factor in enhancing Resident Confidence in SCS and promoting Resident Participation in improving SCS. This enlightens us that improving resident satisfaction is one of the effective ways to promote the sustainable development of Smart Community and continuously enhance the emergency response capabilities of grassroots communities in the post-pandemic era.
Jin, Rongxin; Liu, Yifan; Yang, Lichen; and Chang, Xiang, "Influencing factors of resident satisfaction in smart community services： An empirical study in Chengdu" (2022). ICEB 2022 Proceedings (Bangkok, Thailand). 25.