Decision-making based on citizens' standpoint: an importance-performance analysis of smart city indicators

Abstract

The smart city perspective arose to guaranteeing the quality of life for its citizens. Thus, this research analysed the leading smart city characteristics based on the inhabitants' point of view. The data collection was through an online questionnaire applied in a sample of 395 Campina Grande City inhabitants. Data analysis was performed using the importance-performance analysis (IPA) matrix, to verify the municipality inhabitant's satisfaction related to 32 variables distributed in 12 dimensions of a smart city. The results indicated the inhabitant's satisfaction gaps regarding the items that classified the smart city, providing 16 key-factors for decision-making actors to prioritise actions. Also, we found eight factors of good performance, and eight factors of low priority. These results provide a managerial direction for the public sector to increase the ranking position and resident satisfaction. It still confirms the theoretical assumptions concerning the items' importance that evaluates the process of a city smartisation.