Adoption and Diffusion of E-Government Services in India: The Impact of User Demographics and Service Quality

Authors: Sayantan Khanra, Rojers P. Joseph

Abstract:

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.

Keywords: Adoption and diffusion of e-Government services, demographic variables, hierarchical regression analysis, service quality dimensions.

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1339772

References:

[1] Ebrahim, Z., and Irani, Z. 2005. E-government adoption: architecture and barriers. Business process management journal, 11(5), 589-611.
[2] Saxena, K. B. C. 2005. Towards excellence in e-governance. International Journal of Public Sector Management, 18(6), 498-513.
[3] 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.
[4] 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.
[5] 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.
[6] Reddick, C. G. 2010. Comparative E-government (Vol. 25). Springer Science and Business Media.
[7] 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.
[8] Kaur, R. 2016. E-Governance: Problems, Challenges and Prospects in India.
[9] 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.
[10] 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.
[11] Weerakkody, V. 2010. Applied Technology Integration in Governmental Organizations: New E-Government Research: New E-Government Research. IGI Global.
[12] 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.
[13] 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.
[14] Davis, F. D. 1989. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.
[15] 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.
[16] 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).
[17] Cai, Y. 2016. Consumers’ Adoption of Online Shopping in China.
[18] 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.
[19] 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.
[20] George, A., and Kumar, G. G. 2014. Impact of service quality dimensions in internet banking on customer satisfaction. Decision, 41(1), 73-85.
[21] Liao, Z., and Cheung, M. T. 2008. Measuring consumer satisfaction in internet banking: a core framework. Communications of the ACM, 51(4), 47-51.
[22] 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.
[23] 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.
[24] Barnes, S., and Vidgen, R. 2000. WebQual: an exploration of website quality. ECIS 2000 Proceedings, 74.
[25] 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.
[26] Santos, J. 2003. E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
[27] 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.
[28] Swartz, N. 2003. British slow to use e-government services. (Up front: news, trends and analysis). Information Management Journal, 37(2), 7-8.
[29] 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.
[30] Sahu, G. P. 2009. E-Government Development and Diffusion: Inhibitors and Facilitators of Digital Democracy: Inhibitors and Facilitators of Digital Democracy. IGI Global.
[31] 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.
[32] 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.
[33] 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.
[34] Teo, T. S. 2001. Demographic and motivation variables associated with Internet usage activities. Internet Research, 11(2), 125-137.
[35] 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.
[36] 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.
[37] 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).
[38] 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.
[39] 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.
[40] 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.
[41] Alsmadi, I., and Abu-Shanab, E. 2016. E-government website security concerns and citizens' adoption. Electronic Government, an International Journal, 12(3), 243-255.
[42] Baumgarten, J., and Chui, M. 2009. E-government 2.0. McKinsey Quarterly,4(2), 26-31.
[43] Griffiths, J. R., and Brophy, P. 2005. Student searching behavior and the web: use of academic resources and Google.
[44] 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.
[45] 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.
[46] 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.
[47] 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.
[48] 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.