Title: An extended DeLone and McLean's information system model for examining success of online public grievance redressal system in Indian context

Authors: Nripendra P. Rana; Yogesh K. Dwivedi; Michael D. Williams; Niall C. Piercy

Addresses: School of Management, Swansea University, Swansea, SA2 8PP, Wales, UK ' School of Management, Swansea University, Swansea, SA2 8PP, Wales, UK ' School of Management, Swansea University, Swansea, SA2 8PP, Wales, UK ' School of Management, Swansea University, Swansea, SA2 8PP, Wales, UK

Abstract: The purpose of this paper is to examine the success factors of the online public grievance redressal systems (OPGRSs) in the Indian context. This e-government initiative is based on the government's long-term strategic policy that aims to reform and renovate the Indian bureaucracy. The model developed includes the constructs such as system quality, information quality, social influence, self-efficacy, perceived trust, user satisfaction, and intention to use. The empirical outcomes provided the positive significant connections between all 13 hypothesised relationships among seven constructs. The empirical evidence and discussion presented in the study can help the Indian Government to improve upon and fully utilise the potential of OPGRS as a useful tool for transparent and corruption free country.

Keywords: online public grievance redressal systems; OPGRSs; success factors; e-government; DeLone and McLean; India; information systems model; India; electronic government; corruption; transparency; complaints systems; system quality; information quality; social influence; self-efficacy; perceived trust; user satisfaction; intention to use.

DOI: 10.1504/IJICBM.2015.068486

International Journal of Indian Culture and Business Management, 2015 Vol.10 No.3, pp.267 - 290

Received: 11 Jul 2013
Accepted: 16 Dec 2013
Published online: 30 Apr 2015 *

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