Measuring citizen's perception and acceptance of e-Suvidha in relation to TAM: an empirical study

ABSTRACT

Information and Communication Technology (ICT) has marked its importance in every sphere of life including governance. The Government to Citizen (G2C) relationship through internet is supposed to enhance citizen participation, transparency in the system and availability of information; this, in turn, brings about citizen empowerment, which can help address two of the biggest domestic challenges we face in this country i.e. improving public services and bridging the gap between citizens and democracy. Using ICT for governance increases government's efficiency due to increased citizen trust and confidence on the Government's working.

This paper aims to study the awareness, perceived usefulness and acceptability of e-Suvidha initiative taken by the Government of Uttar Pradesh across various demographic factors, and also what government feels about this initiative.

The study used two research methodologies for gathering data: the TAM questionnaire and interview. The TAM questionnaire was used to measure perceptions and acceptance of people towards e-Suvidha and to find the relationship between various independent and dependent factors within the research framework of the study. The interview was used to explore how government officials feel about the e-governance initiative, technology usage and citizen participation in governance. The study outcome can provide useful information to help organizations improve its capacity and decide upon which success factors can be incremented and how total e-governance can be brought about to bridge the gap between citizens and government.

Simultaneously, the study can also be used as a guideline for e-governance initiative implementation in other organizations

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Index Terms

• Human-centered computing

  • Human computer interaction (HCI)