Factors affecting sustainability of smart city services in China: From the perspective of citizens’ sense of gain

The citizen-centric smart city has become an essential paradigm for dealing with the problems caused by rapid urbanization. The Chinese government proposed enhancing citizens' sense of gain to achieve the citizen-centric development goal. To develop a more realistic improving path for the sustainability of smart city services (SCS), it is necessary to clarify the factors that affect citizens' sense of gain of smart city services (CSGSCS). To achieve this objective, 9 hypotheses were developed based on the modified expectation confirmation theory. Hypothesis testing, mediating effect testing, and heterogeneity analysis was conducted based on data collected from Nanjing citizens. The results indicate that: 1) Expectation-Perception Performance, including Content of SCS, Channel of SCS, and Support of SCS, all have positive direct effects on CSGSCS; 2) Expectation Confirmation directly affects CSGSCS and mediates the positive effect of the Expectation-Perception Performance on CSGSCS; 3) Heterogeneity of age and usage frequency have significant effects on CSGSCS. Finally, three policy implications were proposed, including encouraging citizens to participate in SCS supply, bridging the digital divide created by SCS, and improving the policy and legal system on SCS. This research enriches the academic framework and provides guidance for sustainable supply of SCS in similar cities around the world. •Factors affecting citizens' sense of gain of smart city services (CSGSCS) are determined.•Expectation-Perception Performance has a significant positive impact on CSGSCS.•Expectation Confirmation mediates the impact of Expectation-Perception Performance on CSGSCS.•Age heterogeneity and usage frequency heterogeneity affect CSGSCS.