Title: Acceptance and usability of e-governance services rendered by Indian Government: the Indian citizen perspective

Authors: Archana Singh; Manisha Paliwal; Hoshiar Mal

Addresses: Vishwakarma University, Pune, 411048, India ' Sri Balaji University, Pune, 411033, India ' FLAME University, Pune, 412115, India

Abstract: E-governance services rendered by central to local governments and citizens were the need of the hour during the pandemic (COVID 19). Citizens explored many e-governance services during the pandemic, making it easier for them to use various e-governance services. During COVID-19, the importance of e-governance initiatives for an ordinary person in our country has seen a paradigm shift in applicability and acceptance. The study examined the acceptance and usability of e-governance services offered by the Indian Government, particularly during the pandemic. The authors adapted an extended UMEGA model with five variables. The study also highlights the magnitude of citizens' trust for adopting e-governance services in times of crisis, ultimately leading the nation towards sustainable development. The study started with the problem identification through literature which eventually gave rise to the research questions. The researchers further adapted scales from previous research and collected data on the Likert scale using Google form.

Keywords: e-governance; Indian citizen; UMEGA model; pandemic; effort expectancy; COVID-19; performance expectancy; website quality.

DOI: 10.1504/EG.2024.138156

Electronic Government, an International Journal, 2024 Vol.20 No.3, pp.241 - 259

Received: 03 Jan 2022
Accepted: 12 Jun 2022
Published online: 30 Apr 2024 *

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