Although information systems (IS) success has been given much attention in IS literature, failure has received lesser attention. This study empirically validates a model of digital service failure for consumers by integrating three dimensions from Tan's failure model and one dimension from DeLone and Mclean's Information Success model. The factors have been mapped to Expectation Disconfirmation Theory (EDT). Experiential survey approach has been used to collect primary data from information systems users who have experienced digital service failure. Structural equation modeling (SEM) has been used for model testing and validation to measure the impact of information, system, functional and service failure of digital service on end users. The findings suggests that information, functional, system and service failure has an impact on the consumers through the outcome, process, cost and user satisfaction of digital services.

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Purpose In current times, organizations operating in emerging economies are providing digital services to its citizen the internet. Literature indicates that digital services are facing major challenges with respect to its adoption among users groups due to the perceived risks. Design/methodology/approach With the use of generalized analytic network process (GANP), prioritization of different dimensions of risk has been done on the basis of an empirical survey among user groups in India. Findings The result indicates that dimensions like privacy risk, performance risk and financial risk are more important risks across digital services models. However, physical risk, social risk, psychological risk and time risk are comparatively less important risks across digital services. This research also finds out that the end users are reluctant to provide their personal information. Research limitations/implications The sample size is relatively small which limits generalizability of results beyond India. However, an application of GANP has been showcased for empirical research. Practical implications The research outcome can help managers in deciding which dimensions of risk are more important for digital service delivery and thus facilitate adoption. Originality/value This paper focused on the different facets of risk perceived by consumers, toward the digital services available in smart cities. Perceived risk dimensions such as privacy risk, performance risk, financial risk, physical risk, social risk, psychological risk and time risk have shown that there is a need to prioritize these risks to the digital services which is offered to the residents of the smart cities.

In current times, emerging economies are providing digital services to its citizen through public or private organization. Literature indicates that digital services are facing major challenges with respect to its adoption among relevant users groups, largely due to the perceived risks surrounding digital services. A purposive sampling methodology was adopted for the empirical validation of the framework among user groups. With the use of Generalized Analytic Network Process (GANP), prioritization of different dimensions of risk has been illustrated. The result indicates that dimensions like privacy risk, performance risk and financial risk are the most important risk across digital services models. However physical risk, social risk, psychological risk and time risk are comparatively less important risk across digital services. This research also finds out that the end users are reluctant to provide their personal information. The sample size is relatively small which limits generalizability of results. However an application of GANP has been showcased for empirical research. The research outcome can help managers in deciding which dimensions of risk are more important for digital service delivery. This study focuses on the different facets of risk perceived by consumers towards the digital services available in smart cities. Perceived risk dimensions like privacy risk, performance risk, financial risk, physical risk, social risk, psychological risk and time risk, have shown that there is a need to prioritize these risk to the digital services which is offered to the residents of the smart cities.