NIT6042 Thesis 2: Internet of Things and Client Engagement

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IMPLEMENTING INTERNET OF THINGS
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Student ID
Submitted for unit NIT6042 (Thesis 2)
Date

Abstract
Context
The research is performed on the research topic “Implementing Internet of Things for
enhancing client involvement in an organization. In order to pursue the research further, the
background information of the research is provided in context to the research topic.
Objective
The research problem’s significance is provided and the purpose of the research discussed in
proper manner. The research question is also formed for achieving the main objective of the
research.
Method
Qualitative research method is used in order to conduct the research which is discussed in the
research methodology overview section of the research paper. Along with this the research
also includes assumptions as well as limitations based on the research methodology and type
of data collection. In addition to this, the research also provides ethical considerations
associated with the overall research.
Result
The research IOT creates significant impact on the involvement of the client in an
organization. Although, the research is significant enough to explore the various potentials of
implementing IOT for improving client involvement in the organizations, but this research
lacks in exploring the potentials of IOT in enhancing overall performance of an organization.
Hence, this is the main limitation of the research undertaken.
Conclusion
This research has been conducted by considering all the ethics of the research, and hence it
does not involve any intrusion into the research participant’s autonomy by all means and
involves only informed consent.

Table of Contents
Abstract.................................................................................................................................................2
1. Introduction...................................................................................................................................4
2. Literature Review..............................................................................................................................6
3. Research Methodology....................................................................................................................10
3.1 Research problem and questions................................................................................................10
3.2 Selection of research methodology............................................................................................10
4. Results.............................................................................................................................................12
4.1 Presentation of results................................................................................................................12
4.2 Discussion.................................................................................................................................13
5. Conclusion.......................................................................................................................................14
References...........................................................................................................................................15

1. Introduction
Background
The IoT (Internet of Things) is used to achieve the amount of smart and innovative services
and technologies, which allow connecting numerous physical objects with each other to
communicate effectively, therefore the IoT has attained the great importance in these days
[1]. The IoT provides various products and services such as infrastructure, hospitality,
healthcare, transport, education and social services.
Aims and objectives
The aim of this research is to improve security challenges and issues which occur in Internet
of Things and hampered its service quality [2]. The other aim of this study is to increase
client satisfaction to enhance client involvement in an organisation for the growth and
development of an organisation.
IoT (Internet of Things) is able to retain the long term connection with their customers with
the help of intelligent devices. In order to provide better user or customer experience, it is
compulsory for the organizations to form their marketing schemes based on the major needs
of their customers [2]. Thus the key objective of this research is to
 To identify the importance of the IoT in business organizations.
 To recognize the features of the IoT.
 To define the operational advantages of internet of things in organizations.
 To evaluate the impacts of using the IoT to enhance the customer arrangement (client
involvement) in an organization.
 To study the contribution of the IoT in order to give the real time information for
improving the customer experience.
Brief information about work, including motivations, ideas, results, etc.
The devices are capable give to easy and global access which are connected to the cloud
services and also make possible to engage numerous customers in this technology. The users
and the customers believe that the IoT is capable to give enormous advantages to them and
the organizations, and they will be always in concern about the security and privacy of the
information. Moreover, there are various amounts of advantages of using IoT in the

increment of the customers or customer happiness in the organization [3]. In addition to this,
the IoT is capable to enhance the user service, enhance consumer retention and to improve
user arrangement.
Contributions
IoT is capable to preserve a constant connection with their customers and organizations with
the help of combination of intelligent devices. it is also very useful for the organizations to
improve marketing approaches with respect to the requirements of the users and consumers.
The organizations can easily examine the basic requirements of the customers and users with
the help of internet of things. In addition to this, the organizations are capable to provide the
correct and real time information to the customers with the use of IoT. Apart from the
advantages, there is a requirement to explore the tangible and intangible advantages which
can be attained by the organizations with the use of internet of things (IoT) in terms of their
customer contribution [4]. Therefore, there is requirement to explore the advantages of IoT
based technology in organizations with respect to the participation of their customers.
Structure of the thesis
This research includes various sections such as, literature review involves in section 2,
section 3 includes research methodology in this research problem, questions and selected
research methodology is explained. Section 4 consist results of research which includes the
presentation of result and discussion of proposed methodology. The last section is section 5
which includes conclusion and future work of this research.

2. Literature Review
(AlHogail, 2018) [1] Investigates the importance of internet of things-based environment
which integrates the business applications. Qualitative Research method is adopted in this
research which comprises of integrated smart environment of internet of things and also
architecture for integrating smart environment based on internet of things. The article
explores the proposed framework for the IoT based smart environment which have three
main layers such as network layer application layer and data conversion layer [1]. The main
strength of the article lies in the provision of challenges and issues with the adoption of
internet of things for business such as object naming, data conversion, interoperability,
security attacks and quality of service.
(Angelova and Kiryakova, 2017) [2] Has the main purpose to describe customer relationship
management on the basis of internet of things and to evaluate the satisfaction of clients. An
extensive literature review was used in which several constructs of IOT and customer
relationship management have been studied. A number of literatures have been reviewed and
relevant scenario of IT in business is selected in this paper. A finding of the paper concludes
that the demands of the clients are evolving continuously and it is important for
the organization to keep pace as well as a line with respect to the changes [2]. Along
with, there is a need to study customer’s centric approach.
(Bhattacharya, Wainwright and Whalley, 2017) [3] The main aim of this article is to describe
the business models based on internet of things and to represent a Framework for business
model of IoT applications. Qualitative research method was adopted in order to propose a
Framework that comprises of several options as well as building blocks. Data Collection is
done under quantitative research method through literature survey, a survey among the
practitioners and interviews for identifying the building blocks of Business models based on
IoT [3]. Result concludes that the proposed Framework can be used by the developers So that
they can create business model on the basis of IoT applications.
(Dijkman et al., 2015) [4] Many of the organizations are struggling to properly understand the
requirements of the clients as well as customers on the basis of their business models. The
business model based on internet of thing is able to provide client involvement and customer
satisfaction. Under qualitative research method, several processes and challenges for the sake
of developing a business model for organizations to involving their client with particular

product or service. Data Collection is done from several secondary sources on the basis of
research in and objectives [4]. Results comprises that there is a need to explore
processes which occurs in IOT based product.
(Dinesh and Deepika, 2017) [5] This article is to provide the concept of internet of things as
well as its impact on the business analytics. Structured literature review is selected on the
basis of internet of things and business analytics which further include advanced analytics.
Data Collection is done from several research papers, journals as well as books so that are
relevant content can be found [5]. The main strength of this paper is the use of appropriate
and academic resources for or conducting a literature review. The result of the paper
concludes that there are a number of hidden Trends which are needed to be identified and
analysed for the organizations for their effective running of business.
(Elijah et al., 2018) [6] Describes that there are a number of applications as well as challenges
related to the Future development of internet of things for enhancing the client involvement
in a particular project. The paper briefly discusses the applications of internet of things and
related future technologies as well as development for enhancing the plant environment [6].
The strength of this paper lies in the provision of several applications of internet of things
apart from business and business analytics such as smart energy and smart grid,
interoperability, Smart home and buildings. The results conclude that there are a major
challenge for the adoption of the internet of things such as data interpretation, automatic
Discovery, software complexity and scalability.
(Gerpott and May, 2016) [7] This article has main aim to discuss the implications of internet
of things on the basis of client involvement. Structured literature is followed in research work
in order to find the benefits of internet of things in terms of client involvement. These
benefits include inventory management, Logistic, customer experience, marketing, supply
chain management, promotions and revenue streams [7]. The provision of these benefits is
the main strength of this article. However, the weakness is that the article lacks in providing
the real-time scenario for the implementation of IoT in cloud applications.
(Harwood and Garry, 2017) [8] The paper contribution providing trust scenario for techno
service systems based on internet of things. The main purpose of this paper is to establish
trust in the techno service system and quantitative research method is selected. With the use
of quantitative research data is collected from 1200 response. Research and findings suggest
that trust dimension can be varied according to the techno service context of IoT. The main

contribution is to provide theoretical perspective for conceptual Framework for the IOT
applications in client involvement and to provide perspectives on the findings of practitioners
[8].
(Jerald A and Rabara S, 2015) [9] Internet of thing enable assisted care services along with
proper value and trust for its designing is provided in this paper. Qualitative research method
is adopted in which human agencies as well as the relationships are associated
intrinsically. Collection of data is done from the secondary sources and literature survey is
performed to satisfy the results. The main weakness of this paper is that it does not include
any type of experiment a questionnaire survey to enhance the understanding of a particular
concept [9]. However, this article is beneficial for providing value sensitive design and its
consideration for client satisfaction.
(Klein, Pacheco and Righi, 2017) [10] Describe that the improvement of internet of things
Technologies can be adopted through improved customer and consumer trust. Number of
studies focusing on internet of things for client involvement has been studied in this article
and it has been evaluated that there is not any focus of behavioural aspects of the clients that
can explain the perception towards an organization [10]. The main strength associated with
the adoption of internet of things based cloud model is that it overcomes limitations of
previous works. The future scope of this research is to be focused on security aspects of
internet of things while involving with client.
(Kumar and Annoo, 2018) [11] The article provides the overview of the internet of things as
well as Data Analytics for the involvement of client. A structure qualitative investigation
followed in this paper for analysing the Data Analytics. Data Collection is done from the
secondary resources and the main components of wireless sensor network are also considered
with use of internet of things and other related Technology [11]. This makes the overall
research paper more significant.
(Yerpude and Singhal, 2017) [12] Aims to find the impact of internet of things on business
operations and applications. With the use of qualitative research method new Business
models with new technological innovations have been studied along with their advantages
and key players. There are a number of advantages for using internet of things for businesses
such as communication, control and automation, cost Savings and regeneration of revenue
opportunities. However, the article is providing a case study for the implementation of
internet of things in business operations [12]. The results conclude that there should be united

measures in order to adopt the concept of internet of things in business for enhancing the
client involvement.
(Yerpude and Singhal, 2018) [13] The main focus of this article is to provide the approach of
customer service engagement on the basis of internet of things-based platform. Under
quantitative research method primary data is collected from hundred plus vehicle owners and
from India consumer service index study. Non probabilistic test was conducted in order to
determine the importance of various parameters associated with the client involvement in an
organization [13]. The results are collected and analysed with use of correlation analysis and
P values. The main strength of this article is the empirical analysis which supports the theory
of internet of things with respect to client involvement.
(Yerpude and Singhal, 2018) [14] Has the main purpose to propose a method for the
adoption of internet of things in able to provide product-service system with the consideration
of business model as well as product enhancements. Therefore, quantitative research method
is adopted in which PSS strategy is followed for analysing the results. There is a proper use
of PSS strategy with respect to internet of things and client environment. The main findings
of the research conclude that the IoT enabled PSS adoption method is responsible for
identifying the key stakeholders as well as processes [14]. The application of the proposed
method is limited to only one company which is the main weakness or limitation of this
article. However, they are used in able to PSS adoption model is considered as an approach
which is grounded for intersection theories and also one of the technologically developed
internet of things applications [14].
(Zancul et al., 2016) [15] The main purpose is to provide a foundation for the organization in
order to evaluate internet of things stability as well as enhance the offerings. Approach which
is used in this research is qualitative approach which determines the several rules of IoT
components for clarifying the objectives of a business. The main limitation of the article is
that it does not properly provide the functionality of IoT enabled applications running on
cloud. The findings indicate that the components of internet of things are able to play three
different rules related to integrating products and services. There is a need to identify the
differentiation between a crucial IoT as well as its fundamentals [15].

3. Research Methodology
The main aim of the research is to access potentials of implementing internet of things for
enhancing client involvement in an organization. On the basis of this research aim, the
research question has been developed which is investigated to full the research’s main
purpose. In order to conduct this research, qualitative research method is taken into
consideration. Qualitative research method is considered as a scientific research observation
which is used for gathering the non-numerical data [16]. This research method always
answers the how and why certain phenomenon might occur instead of how often. Moreover,
this research method has been used in various academic disciplines which emphasis on the
natural as well as social sciences. Since, this research also aims to access the potentials of
implementing IOT in organizations for enhancing client involvement; hence this research
methodology is able to provide useful research outcomes.
3.1 Research problem and questions
Significant research has been conducted by the researchers in context to the IOT by
considering the various issues of IOT associated with its implementation such as security
issue, privacy issues etc. In addition to this, various researchers have also conducted research
on benefits of IOT in different application areas [16]. However, significant research has not
been performed on the potentials of the IOT in the enhancement of client involvement. Since,
IOT helps in maintaining long-term relationship with the clients using smart devices and
enhanced relationship of the clients with the organization affects the customer base of the
organization. Hence, there is need to pursue the research further for exploring the various
abilities of the IOT in enhancing client involvement in an organization.
 What is the importance of client involvement in an organisation? What are the various potentials of using the Internet of Things for enhancing client
involvement in an organization? Explain the impact of internet of things on client involvement? How Internet of things influence the growth and development of an organisation
and why it is important? What are the benefits of Internet of things on organisation and clients?

3.2 Selection of research methodology
In this research, the primary and secondary data collection techniques are used to formulate
the research question. There are three organizations are considered to gather the primary and
secondary data, which are as Tesco, eBay and Pepsi. To examine the importance of the IoT
in business organizations, operational advantages of IoT, features of IoT in the organization
and examining the impacts of IoT for increasing customer arrangement in the organization.
Secondary data is gathered. The Primary data is gathered from the three organizations such as
Tesco, eBay and Pepsi who are using the Internet of things technology to enhance the
contribution of their customers [17]. Secondary data is gathered from the CSR reports,
journal articles, and annual year reports of the chosen organization. The size of sample is 20
which have been taken for gathering primary data. The primary data is gathered from the
questionnaire survey which has been done among the chosen respondents that contains
Customer Relation manager, human resource manager, customer retention manager and
marketing manager of the company. The questionnaire survey is circulated among mangers
that control the business operations of the organization with the help of internet of things
devices. With the use of purposive sampling, the respondents are chosen from the
organization. The questionnaire survey contains 10 questions which are formulated on the
basis of research questions [17]. The subjective or qualitative analysis is used to analyze the
data which is gathered from the secondary and secondary resources.

4. Results
Internet of Things is the way of interacting and connecting people by using internet. The
simple equation which is used to defined Internet of things as following: Physical object +
Controller, Sensor and Actuators + Internet = Internet of things.
This research helps to implement internet of things which is helpful in client involvement in
an organisation. This research provides knowledge about the benefits, advantages, demerits
of internet of things. Internet of Things faces many security challenges which affect the
growth and development of an organisation and reduce client involvement which is described
below in Table 2. Client involvement improves the productivity and profitability of an
organisation. Lack of client involvement in an organisation can cause various operational
problems which are identified in this research [18]. The culture of an organisation is very
important for increase and decrease client involvement. The questionnaire and population
survey is used in this research which is very fruitful to encourage the people to join with an
organisation. This research study provides the information about the importance of client
involvement in an organisation.
4.1 Presentation of results
Table 1: Security services and mechanisms
Table 2: Main security challenges of IoT