IUP Publications Online
Home About IUP Magazines Journals Books Archives
     
Recommend    |    Subscriber Services    |    Feedback    |     Subscribe Online
 
The IUP Journal of Information Technology
Demographic Analysis of e-Governance Usage and Satisfaction Level Among Indians
:
:
:
:
:
:
:
:
:
 
 
 
 
 
 
 

e-Governance is the provision of all government services to citizens of a country with the use of technology. For the proper dissemination and use of services, Internet today has become an important element. To better provide these services, the government needs an idea about the usage level of these by different groups of customers. The paper analyzes the usage of amenities of government websites by Indians and aims at identifying if the use and satisfaction level with such sites are different based on customer demographic characteristics like gender, age, occupation, income, etc. The survey method of data collection using a formal questionnaire was used for conducting the study and the number of respondents were 200. The percentage of respondents showing a high usage of the e-governance sites was found to be 28.5 and the percentage of respondents satisfied with these sites was 33%. On analyzing the data, it was found that there is a significant outcome of all the four demographic variables, i.e., gender, occupation, age and income, on usage level of e-governance sites, while the satisfaction level with these sites was found to be significantly affected by gender, occupation and age.

 
 

With rapid progress in Information and Communication Technology (ICT), the way in which services, especially government-based, are being provided to the public has undergone a major change with a number of public services now being offered via the Internet and through different web-based platforms including applications (Ndou, 2004; and Agrawal et al., 2015). e-Governance is the process of delivering different government services with the use of ICT (Singla and Aggarwal, 2012). It is fast becoming an effective way to provide more efficient services to the citizens of the country. e-Governance sites and applications are increasingly being used to convey and transfer information about the different services of the government such as information about taxes, registrations, declarations, government bids, avenues for higher education, different kinds of permissions, information regarding tenders, etc., to its citizens for effective governance.

Along with saving the costs for the government, e-governance also enhances the quality, time taken for response, and access to different services for the citizens (Jones et al., 2007). It also plays an important part in refining the efficacy and value of public administration (Gonzalez et al., 2007; Taylor, 2008; and Singh et al., 2010) and can furthermore be seen as an instrument to intensify lucidity in governmental working, decrease venality, and escalate governmental contribution (Seifert and Bonham, 2003). Thus, it can be said that e-governance is highly beneficial to not only to the public service providers but also aids the citizens by increasing their convenience and access to such services.

 
 

Information Technology Journal, e-Governance, Information and Communication Technology (ICT), Usage, Satisfaction, Demographic characteristics.