Factors influencing e-government adoption in India: a qualitative approach

Rajiv Kumar · Amit Sachan · Arindam Mukherjee · Ritu A. Kumar

50 citations0/0 files storedDigital Policy Regulation and Governance

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E-Government and Public Services Technology Adoption and User Behaviour Public Administration in Developing Nations

Abstract

Purpose The purpose of this study is to explore the factors that enable citizens to adopt e-government services in India. Design/methodology/approach The study uses a qualitative approach by conducting semi-structured interviews. Findings The study reveals novel e-government adoption factors, namely, auxiliary facilities, corruption avoidance, transparency and fairness in process, customer support, connectedness and forced adoption, previously unexplored in e-government adoption literature. In addition, the results highlight 17 e-government adoption factors that strengthen the findings from previous literature. Research limitations/implications This study was qualitative in nature, and rather than generalization, the focus was explicitly on obtaining an in-depth understanding. The sample used was sufficient for the purpose of this study and allowed reasonable conclusions to be drawn; however, it cannot be considered representative of a vast country like India. Academicians and information systems researchers can use these findings for further research. Practical implications The findings of this study provide useful insights into the decision-making process of e-government services users in India and similar emerging economies. These findings can be important for government officials tasked with providing e-government services. Originality/value Previous studies in the context of e-government adoption, so far, have tried to integrate adoption factors from previous technology adoption models. Hence, these studies have not been able to capture the complete essence of e-government characteristics. In addition, there are limited studies in e-government adoption in the Indian context.

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References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 2003User Acceptance of Information Technology: Toward A Unified View1 2019Diffusion of Innovations 1 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models 1990Qualitative evaluation and research methods 2000A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies 2001Understanding Information Systems Continuance: An Expectation-Confirmation Model1 2008Technology Acceptance Model 3 and a Research Agenda on Interventions

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