Quality Challenges in Internet of Things-based Services Implementation: An Exploratory Study

The real value of using Internet of Things-based services (IoTbS) comes from the establishments of services through effective utilization of technologies. However, during the implementation of IoTbS, Government Agencies (GA) are expected to overcome several challenges in dealing with employees who are reluctant to use the technology due to poor security system and overall quality. The primary aim of this research is to discover the quality factors that influence the successful use of IoTbS in Malaysian GA. Using the qualitative approach, the exploration has been made through a systematic literature review and a semi-structured interview with Government IoT Experts. The data have been analysed using Deductive Qualitative Analysis and coded using NVivo12 software. Primary data has discovered 23 quality factors that can be categorised under ‘Information System Quality’ themes. The paper analyses these quality factors in detail and proposes a set of recommendations to overcome the challenges in order to ensure a successful implementation of IoTbS in GA. Accordingly, the paper proposes on how these quality factors could be overcome while making a worthwhile contribution to both theories and practices. In the future, these quality factors can be analysed on its suitability as a set of IoTbS implementation criteria towards the successful use of IoTbS in GA.