Adoption and Diffusion of E-Government Services in India: The Impact of User Demographics and Service Quality
This study attempts to analyze the impact of demography and service quality on the adoption and diffusion of e-Government services in the context of India. The objective of this paper is to study the users' perception about e-Government services and investigate the key variables that are most salient to the Indian populace. At the completion of this study, a research model that would help to understand the relationship involving the demographic variables and service quality dimensions, and the willingness to adopt e-Government services is expected to be developed. Dedicated authorities, particularly those in developing economies, may use that model or its augmented versions to design and update e-Government services and promote their use among citizens. After all, enhanced public participation is required to improve efficiency, engagement and transparency in the implementation of the aforementioned services.
Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1339772Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF
 Ebrahim, Z., and Irani, Z. 2005. E-government adoption: architecture and barriers. Business process management journal, 11(5), 589-611.
 Saxena, K. B. C. 2005. Towards excellence in e-governance. International Journal of Public Sector Management, 18(6), 498-513.
 Warkentin, M., Gefen, D., Pavlou, P. A., and Rose, G. M. 2002. Encouraging citizen adoption of e-government by building trust. Electronic markets, 12(3), 157-162.
 Bertot, J. C., Jaeger, P. T., and Grimes, J. M. 2010. Using ICTs to create a culture of transparency: E-government and social media as openness and anti-corruption tools for societies. Government information quarterly, 27(3), 264-271.
 Zhao, F., José Scavarda, A., and Waxin, M. F. 2012. Key issues and challenges in e-government development: An integrative case study of the number one eCity in the Arab world. Information Technology and People, 25(4), 395-422.
 Reddick, C. G. 2010. Comparative E-government (Vol. 25). Springer Science and Business Media.
 Sohail, M.S. and Shaikh, N.M. 2008. “Internet banking and quality of service: perspectives from a developing nation in the Middle East”, Online Information Review, Vol. 32 No. 1, pp. 58-72.
 Kaur, R. 2016. E-Governance: Problems, Challenges and Prospects in India.
 Verdegem, P., and Verleye, G. 2009. User-centered E-Government in practice: A comprehensive model for measuring user satisfaction. Government information quarterly, 26(3), 487-497.
 Al-Sobhi, F., Weerakkody, V., and El-Haddadeh, R. 2011. The relative importance of intermediaries in eGovernment adoption: a study of Saudi Arabia. In International Conference on Electronic Government (pp. 62-74). Springer Berlin Heidelberg.
 Weerakkody, V. 2010. Applied Technology Integration in Governmental Organizations: New E-Government Research: New E-Government Research. IGI Global.
 Bwalya, K. J. 2012. Handbook of Research on E-Government in Emerging Economies: Adoption, E-Participation, and Legal Frameworks: Adoption, E-Participation, and Legal Frameworks. IGI Global.
 Rogers, E. M. 1995. Diffusion of Innovations: modifications of a model for telecommunications. In Die Diffusion von Innovationen in der Telekommunikation (pp. 25-38). Springer Berlin Heidelberg.
 Davis, F. D. 1989. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.
 Kucukusta, D., Law, R., Besbes, A., & Legohérel, P. 2015. Re-examining perceived usefulness and ease of use in online booking: The case of Hong Kong online users. International Journal of Contemporary Hospitality Management, 27(2), 185-198.
 Al-Qeisi, K. I. 2009. Analyzing the use of UTAUT model in explaining an online behaviour: Internet banking adoption (Doctoral dissertation, Brunel University Brunel Business School PhD Theses).
 Cai, Y. 2016. Consumers’ Adoption of Online Shopping in China.
 López-Nicolás, C., Molina-Castillo, F. J., and Bouwman, H. 2008. An assessment of advanced mobile services acceptance: Contributions from TAM and diffusion theory models. Information & Management, 45(6), 359-364.
 Roca, J. C., Chiu, C. M., and Martínez, F. J. 2006. Understanding e-learning continuance intention: An extension of the Technology Acceptance Model. International Journal of human-computer studies, 64(8), 683-696.
 George, A., and Kumar, G. G. 2014. Impact of service quality dimensions in internet banking on customer satisfaction. Decision, 41(1), 73-85.
 Liao, Z., and Cheung, M. T. 2008. Measuring consumer satisfaction in internet banking: a core framework. Communications of the ACM, 51(4), 47-51.
 Kettinger, W. J., and Lee, C. C. 1999. Replication of measures in information systems research: the case of is Servqual. Decision Sciences, 30(3), 893-899.
 Liu, C., and Arnett, K. P. 2000. Exploring the factors associated with Web site success in the context of electronic commerce. Information and management,38(1), 23-33.
 Barnes, S., and Vidgen, R. 2000. WebQual: an exploration of website quality. ECIS 2000 Proceedings, 74.
 Barnes, S. J., and Vidgen, R. T. 2006. Data triangulation and web quality metrics: A case study in e-government. Information and Management, 43(6), 767-777.
 Santos, J. 2003. E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
 Zeithaml, V. A., Parasuraman, A., and Malhotra, A. 2002. Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375.
 Swartz, N. 2003. British slow to use e-government services. (Up front: news, trends and analysis). Information Management Journal, 37(2), 7-8.
 Al Athmay, A. A. A. R. A. 2015. Demographic factors as determinants of e-governance adoption: A field study in the United Arab Emirates (UAE).Transforming Government: People, Process and Policy, 9(2), 159-180.
 Sahu, G. P. 2009. E-Government Development and Diffusion: Inhibitors and Facilitators of Digital Democracy: Inhibitors and Facilitators of Digital Democracy. IGI Global.
 Tarhini, A., Hone, K., and Liu, X. 2015. A cross‐cultural examination of the impact of social, organisational and individual factors on educational technology acceptance between British and Lebanese university students. British Journal of Educational Technology, 46(4), 739-755.
 Tarhini, A., Teo, T., and Tarhini, T. 2015. A cross-cultural validity of the E-learning Acceptance Measure (ElAM) in Lebanon and England: A Confirmatory Factor Analysis. Education and Information Technologies, 1-14.
 Chan, F. T., and Chong, A. Y. L. 2013. Determinants of mobile supply chain management system diffusion: a structural equation analysis of manufacturing firms. International Journal of Production Research, 51(4), 1196-1213.
 Teo, T. S. 2001. Demographic and motivation variables associated with Internet usage activities. Internet Research, 11(2), 125-137.
 Venkatesh, V., Sykes, T. A., and Venkatraman, S. 2014. Understanding e‐Government portal use in rural India: role of demographic and personality characteristics. Information Systems Journal, 24(3), 249-269.
 Al-Somali, S. A., Gholami, R., and Clegg, B. 2009. An investigation into the acceptance of online banking in Saudi Arabia. Technovation, 29(2), 130-141.
 Neves, B. B., and Amaro, F. 2012. Too old for technology? How the elderly of Lisbon use and perceive ICT. The Journal of Community Informatics, 8(1).
 Rhee, K. Y., and Kim, W. B. 2004. The adoption and use of the Internet in South Korea. Journal of Computer‐Mediated Communication, 9(4), 00-00.
 Brown, S. A., and Venkatesh, V. 2005. Model of adoption of technology in households: A baseline model test and extension incorporating household life cycle. MIS quarterly, 399-426.
 Choudrie, J., Ghinea, G., and Songonuga, V. N. 2013. Silver surfers, e-government and the digital divide: An exploratory study of UK local authority websites and older citizens. Interacting with Computers, iws020.
 Alsmadi, I., and Abu-Shanab, E. 2016. E-government website security concerns and citizens' adoption. Electronic Government, an International Journal, 12(3), 243-255.
 Baumgarten, J., and Chui, M. 2009. E-government 2.0. McKinsey Quarterly,4(2), 26-31.
 Griffiths, J. R., and Brophy, P. 2005. Student searching behavior and the web: use of academic resources and Google.
 Carter, L., and Bélanger, F. 2005. The utilization of e‐government services: citizen trust, innovation and acceptance factors. Information systems journal, 15(1), 5-25.
 Hughes, D., Crowley, C., Daniels, W., Bachiller, R., and Joosen, W. 2014. User-rank: generic query optimization for participatory social applications. In 2014 47th Hawaii International Conference on System Sciences (pp. 1874-1883). IEEE.
 Phiri, M. A., and Mcwabe, T. 2013. Customers’expectations and Perceptions of Service Quality: The Case of Pick N Pay Supermarket Stores in Pietermaritzburg Area, South Africa. International Journal, 3(1), 2307-227X.
 Susha, I., Grönlund, Å., and Janssen, M. 2015. Driving factors of service innovation using open government data: An exploratory study of entrepreneurs in two countries. Information Polity, 20(1), 19-34.
 Chong, A.Y.L., Chan, F.T. and Ooi, K.B. 2012, “Predicting consumer decisions to adopt mobile commerce: cross country empirical examination between China and Malaysia”, Decision Support Systems, Vol. 53 No. 1, pp. 34-43.