**5. Discussion**

This study focuses on the IR shown during the adoption process of a newly introduced IT service and considers PER as a contrasting feature. Considering these two features of product quality as system and service quality factors, we aimed to investigate the effects of such product quality components on IR and PER during the adoption process. As demonstrated by the results of our study, the results of IR during the adoption process of high-involvement products were similar to those previously seen when assessing lowinvolvement products [41,42].

For the study, we selected the PropTech service. This service is gaining prominence as a high-involvement real-estate IT platform service. We suggested three implications for the product quality adoption process. First, we identified how the PropTech service could be met with IR and described the underlying mechanisms of such a process [26,27]. The real estate properties that are evaluated and traded on PropTech services are high-involvement products, and it has been suggested that if more information on such products is supplied at an accessible level, a more detailed valuation of such products would be provided. In this study, we demonstrate that the IR shown during the valuation of low-involvement products is similar to that exhibited towards PropTech services, which process the information of high-involvement products.

Furthermore, IR has been demonstrated to have negative effects on service platforms [41]. The previous research of Matsuo et al. [44] demonstrated a similar discovery that, when a customer accepts a new service, he or she focuses more on rationality than on the satisfaction that follows from the service. Here, we note the need to reconsider the definition of product quality dimensions. To select the independent variables, we divided system quality and service quality, and suggested two product quality factors. In the real output, we discovered that data sharing and efficiency demonstrated consistent effects [25],

while security and innovation contributed positively to IR [47,49]. This suggests the need for a better strategy regarding product quality dimensions than that used by traditional frameworks considering product quality versus process product quality.

Lastly, we discovered that personalization is an important parameter that has a very positive impact on the adoption of a new service, in contrast to IR [2]. Previous research has also demonstrated that personalization is an important factor in service satisfaction and user retention, proving that it is an important factor for high-quality products [52,53]. In our results, we discovered that the components of data sharing and efficiency had a consistent effect on high-involvement products [55], while security contributed positively to innovation resistance [47]. This signifies that better strategies are needed to maintain product quality than the traditional methods. The effect of PER (0.223) was higher than that of IR (0.127), and the explanatory variable of IR was lower, signifying that it is important to address the side effects caused higher IR after adopting innovation [45]. Lastly, the product quality effect of security is not singular, but should address the hygiene factor of product quality; if this dimension is prematurely recognized before reaching perfection, it may be met with the disruptive resistance of the user.

This study was limited to the PropTech service platform, and thus further research into high-involvement products is needed.

## **6. Conclusions**

In this study, based on a survey of service platform users, we proposed an extended technology acceptance model that implemented a standardized service platform by considering the variables of the information system success model and analyzing the effects of the selected parameters. The effect of innovation resistance in the process of accepting information technology services was analyzed.

We discovered the need for additional research into the IR of PropTech services. While the suggested independent variables explained 63.3% of PER, they explained only 6.7% of IR. This highlights the need for research into the driving factors that affect IR in PropTech services.

The operational implications of this study are as follows: first, we believe that our efforts regarding product quality enhancement with DS and efficiency are consistent and reliable. Two quality dimension factors reduce IR and enhance PER, producing a positive effect on utility and extensibility. Second, it is imperative to consider the double-sided effect when introducing innovation into a situation. Innovation or disruptive changes have a simultaneous positive effect on PER and IR, resulting in conflicting effects on utility and extensibility.

Notwithstanding the contributions above, this study has some limitations that should be addressed in future research. First, although this study analyzed IR and the analysis of contrasting PER comprised an adequate approach, the interpretation of the empirical results explains more about PER than IR. As illustrated, the effect of IR was less explainable, thus giving rise to the need for further research into the leading variables IR. Second, while this research evaluated system and service quality, it did not properly identify the specificities of PropTech services. As PropTech services are integrated into various ISs, transactions, and qualitative information strategies, different results may ensue depending on the services used.

In future studies, a specific PropTech service should be adopted to evaluate the identified service. Lastly, we did not consider the fact that PropTech services may be used rather sporadically. While traditional information services are gradually integrated into the system, data on real estate properties on PropTech services are intermittent and occur less frequently. This reduces customers' familiarity with the service, and system enhancement during the same period could require a new interface, which may result in the customer becoming unfamiliar with the existing service. Such characteristics of PropTech services should be amended so that the customer base can be extended and transaction efficiency can be continuously sustained.

**Author Contributions:** Project administration, J.K. (Jaeyoung Kim); Writing—original draft, J.K. (Jinmin Kim); Writing—review & editing, J.K. (Jinmin Kim), A.C. All authors have read and agreed to the published version of the manuscript.

**Funding:** This research was supported by the BK21 FOUR (Fostering Outstanding Universities for Research) funded by the Ministry of Education (MOE, Korea) and National Research Foundation of Korea (NRF).

**Conflicts of Interest:** The authors declare no conflict of interest.
