This study develops a sustainable PropTech service model. Specifically, it analyzes the consumer-oriented and service provider-oriented service elements to build a sustainable ecosystem. This study also conducts a preliminary examination to standardize an efficient service platform reflecting the consumer and service factors. Hence, the study analyzes the service factors of users and derives a reference for the quality-of-service design using the value-based adoption model and the information systems success model, respectively. By integrating these models, we develop a tool to analyze empirically the important elements influencing PropTech users. To this end, we conducted a questionnaire survey among 530 PropTech users from 24 August 2021 to 14 September 2021. The results show that the consumer’s intention to use services is influenced by service practicability in terms of consumer value. The intention to continue using a service is influenced by user satisfaction. The results also highlight the importance of considering all the quality factors when building a user-friendly service platform. These findings have implications in that they show the importance of a sustainable PropTech service platform in resolving information asymmetry, promoting transparent transactions, and enhancing productivity in the real estate industry.
Validation of the DeLone and McLean Information Systems Success Model
