Constructing a Multi-Item Scale for Measuring Citizens’ Perception Towards Success of e-Gov Services in a Smart City in India: Exploring Age and Gender Dynamics

Debjeet Ganguly and Amit Kundu ()
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Debjeet Ganguly: Government of West Bengal
Amit Kundu: North-Eastern Hill University

Chapter 1 in Leveraging Emerging Technologies and Analytics for Empowering Humanity, Vol. 1, 2025, pp 1-44 from Springer

Abstract: Abstract This research study delves into the dynamics of implementing an e-government information system in a smart city context, focusing on Newtown Kolkata, in West Bengal, India. The primary objective is to comprehensively explore the parameters affecting the successful adoption of such systems and their impact on perceived net benefits by users. Through a survey research design involving 418 respondents, various dimensions of system quality, service quality, information quality, economic quality, user belongingness, perceived utility, and intuitive e-governance were investigated. Factor analysis reduced the items to five key dimensions: System Usability and Satisfaction, Operational Utility of e-Services, System Service Supports, Information Integrity & Relevance, and Perceived Economic Returns. Subsequent regression analysis revealed that all five dimensions significantly influence Intuitive E-governance (IEGV), with Operational Utility of E-Service emerging as the most influential factor, followed by System Usability & Satisfaction, Information Integrity & Relevance, Perceived Economic Returns of E-Governance, and System Service Supports. Additionally, moderation analysis demonstrated that demographic variables such as age and gender moderate these relationships.

Keywords: E-governance; Smart governance; Information systems; Smart cities; Developing countries (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-981-96-2548-2_1

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DOI: 10.1007/978-981-96-2548-2_1

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