Table of Contents

Chapter 1 : Introduction ……………………………………………………………………………………………………. 15
1.1 Background……………………………………………………………………………………………………………. 15
1.2 Problem Definition …………………………………………………………………………………………………. 17
1.3 Research Objectives……………………………………………………………………………………………….. 18
1.4 Research Questions………………………………………………………………………………………………… 19
1.5 Audience and Relevance …………………………………………………………………………………………. 19
1.6 Thesis Outline………………………………………………………………………………………………………… 19
Chapter 2 : Technology Acceptance Theories and Models………………………………………………………… 23
2.1 Introduction………………………………………………………………………………………………………………… 23
2.2 The Unified Theory of Usage and Acceptance of Technology- UTAUT ………………………………… 23
2.2.1 Technology acceptance Model – TAM ……………………………………………………………………… 25
2.2.2 Extended Technology Acceptance Model- TAM2 ………………………………………………………. 29
2.2.3 Theory of Reasoned Action- TRA……………………………………………………………………………… 31
2.2.4 Motivational Model……………………………………………………………………………………………….. 33
2.2.5 Theory of Planned Behavior……………………………………………………………………………………. 35
2.2.6 Combined TAM and TPB…………………………………………………………………………………………. 36
2.2.7 Model of PC Utilization…………………………………………………………………………………………… 38
2.2.8 Social Cognitive Theory ………………………………………………………………………………………….. 41
2.3 Innovation Diffusion Theory- IDT …………………………………………………………………………………… 49
2.4 Integrating the UTAUT model and IDT Theory: The H-Model…………………………………………….. 55
2.5 Conclusion ………………………………………………………………………………………………………………….. 57
Chapter 3 : Case Study 1 – Smart metering……………………………………………………………………………. 59
3.1 Introduction………………………………………………………………………………………………………………… 59
3.2 Incentives and Motivation…………………………………………………………………………………………….. 60
3.3 System Roll-Outs and Pilot Deployments………………………………………………………………………… 62
3.4 Smart Metering System Architecture……………………………………………………………………………… 68
3.4.1 Social System Components …………………………………………………………………………………….. 68
3.4.2 Technical System Components………………………………………………………………………………… 70
3.5 The Smart Metering System in Light of the H-Model………………………………………………………… 74
3.6 Smart Metering System Limitations……………………………………………………………………………….. 76
3.6.1 Information Security and Privacy …………………………………………………………………………….. 77
3.6.2 Insufficient Feedback……………………………………………………………………………………………… 82
3.6.3 Potential Adverse Health Effects……………………………………………………………………………… 83
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3.6.4 Loss of Control………………………………………………………………………………………………………. 84
3.7 Conclusion ………………………………………………………………………………………………………………….. 84
Chapter 4 : Case Study 2- OV-Chipkaart System……………………………………………………………………… 85
4.1 Introduction………………………………………………………………………………………………………………… 85
4.2 Incentives and Motivation…………………………………………………………………………………………….. 86
4.3 System Roll-Outs and Pilot Deployments………………………………………………………………………… 86
4.4 OV-Chipkaart System Architecture…………………………………………………………………………………. 87
4.4.1 Social System Components …………………………………………………………………………………….. 87
4.4.2 Technical System Components………………………………………………………………………………… 89
4.5 The OV-Chipkaart System in Light of the H-Model …………………………………………………………… 92
4.6 OV-Chipkaart System Limitation ……………………………………………………………………………………. 96
4.6.1 Financial Costs………………………………………………………………………………………………… 96
4.6.2 Information Security and Privacy ………………………………………………………………………. 97
4.7 Conclusions…………………………………………………………………………………………………………………. 98
Chapter 5 : A comprehensive Technology Acceptance Perspective: The I3
S
2 Model……………………….. 99
5.1 Introduction………………………………………………………………………………………………………………… 99
5.2 The H-Model Revisited ……………………………………………………………………………………………….. 100
5.2.1 Determinants from the UTAUT Model……………………………………………………………………. 100
5.2.2 Determinants from the IDT Theory ………………………………………………………………………… 103
5.3 Smart Metering Acceptance Determinants……………………………………………………………………. 105
5.3.1 Smart Metering Rejection Antecedents………………………………………………………………….. 106
5.3.2 Smart Metering Acceptance Stimulants………………………………………………………………….. 124
5.4 ICT-Intensive Infrastructure Service Systems- I
3
S
2 Model………………………………………………… 145
5.5 Estimation of the I3
S
2 Model ……………………………………………………………………………………….. 148
5.6 Conclusion ………………………………………………………………………………………………………………… 149
Chapter 6 : Estimation of the I3
S
2 Model in the Smart Metering System Context…………………………. 151
6.1 Introduction………………………………………………………………………………………………………………. 151
6.2 Model Identification…………………………………………………………………………………………………… 151
6.2.1 Dataset Preparation …………………………………………………………………………………………….. 152
6.2.2 Confirmatory Factor Analysis………………………………………………………………………………… 153
6.2.3 Structural Equation Modeling ……………………………………………………………………………….. 169
6.3 Results Interpretation ………………………………………………………………………………………………… 176
6.4 Conclusion ………………………………………………………………………………………………………………… 182
Chapter 7 : Generalization of the I3
S
2 Model………………………………………………………………………… 185
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7.1 Introduction………………………………………………………………………………………………………………. 185
7.2 Systems Requirements Engineering……………………………………………………………………………… 185
7.3 Objectives of the I3
S
2 Model………………………………………………………………………………………… 189
7.4 Generalizability of the I3
S
2 Model Across Infrastructure Systems …………………………………….. 192
7.5 Elicitation and Verification of Social Requirements in ICT-Based Infrastructures Systems
Development………………………………………………………………………………………………………………….. 193
7.6 Conclusion ………………………………………………………………………………………………………………… 201
Chapter 8 : Overview of Experts Perspective ……………………………………………………………………….. 203
8.1 Introduction………………………………………………………………………………………………………………. 203
8.2 Overview of Experts’ Opinion………………………………………………………………………………………. 204
8.3 Summary of Interviews ………………………………………………………………………………………………. 214
Chapter 9 : Conclusions, Future Research, and Recommendations…………………………………………… 219
9.1 Conclusions……………………………………………………………………………………………………………….. 219
9.2 Future Research…………………………………………………………………………………………………………. 222
9.3 Empirical Recommendations……………………………………………………………………………………….. 223
9.4 Recommendations for future ICT-Intensive Infrastructure Systems …………………………………. 225
9.5 Reflection………………………………………………………………………………………………………………….. 227
Appendices…………………………………………………………………………………………………………………… 229
Appendix A: Literature Review …………………………………………………………………………………………. 231
Appendix B: Survey Development and Design ……………………………………………………………………… 241
Survey Design …………………………………………………………………………………………………………………. 242
Survey Translation to the Dutch Language …………………………………………………………………………. 242
Survey Layout…………………………………………………………………………………………………………………. 242
Survey Pre-Test……………………………………………………………………………………………………………….. 242
Data Collection ……………………………………………………………………………………………………………….. 243
Respondents Overview…………………………………………………………………………………………………….. 244
Appendix C: List of Variables Used for Identification of the I3
S
2 model ……………………………………… 247
Appendix D: Statistical Analysis ………………………………………………………………………………………… 255
Performance Expectancy………………………………………………………………………………………………….. 256
Effort Expectancy ……………………………………………………………………………………………………………. 257
Social Influence……………………………………………………………………………………………………………….. 257
Trialability………………………………………………………………………………………………………………………. 258
Observability…………………………………………………………………………………………………………………… 259
Compatibility ………………………………………………………………………………………………………………….. 260
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Perceived Organization Image ………………………………………………………………………………………….. 261
Mass Media ……………………………………………………………………………………………………………………. 262
Perceived Financial Costs…………………………………………………………………………………………………. 263
Effective Feedback ………………………………………………………………………………………………………….. 265
Perceived Health Risks …………………………………………………………………………………………………….. 265
Perceived Control Loss…………………………………………………………………………………………………….. 266
Data Architecture ……………………………………………………………………………………………………………. 267
Smart Meter Acceptance………………………………………………………………………………………………….. 268
Appendix E: Experts’ Interviews Transcription……………………………………………………………………… 269
Interviewee: Marcelo Masera …………………………………………………………………………………………… 270
Interviewee: Edwin Edelenbos………………………………………………………………………………………….. 274
Interviewee: Michiel Karskens ………………………………………………………………………………………….. 278
Interviewee: Rudi Hakvoort ……………………………………………………………………………………………… 282
Interviewee: Charlotte Kobus……………………………………………………………………………………………. 287
Interviewee: David Kramer……………………………………………………………………………………………….. 291
Summary ……………………………………………………………………………………………………………………… 295
Samenvatting………………………………………………………………………………………………………………… 299
References……………………………………………………………………………………………………………………. 303

Abstract

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