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Investigating success of an e-government initiative: Validation of an integrated IS success model

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Abstract

The purpose of this paper is to examine the success (by measuring intention to use and user satisfaction) of the online public grievance redressal system (OPGRS) from the perspective of the citizens of India. The success of this e-government system is examined using an integrated IS success model. The model developed includes the constructs such as system quality, information quality, service quality, perceived usefulness, perceived ease of use, perceived satisfaction, perceived risk, and behavioral intention. The proposed integrated research model of IS was validated using the response taken from 419 citizens from different cities of India. The empirical outcomes provided the positive significant connections between all 12 hypothesised relationships between eight constructs. The empirical evidence and discussion presented in the study can help the government to improve upon and fully utilise the potential of the OPGRS as a useful tool toward a transparent and corruption free country.

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Acknowledgments

The authors would like to thank the Editor and the anonymous reviewers for their constructive comments and suggestions for improvement of this paper. An earlier version of this submission was presented at IFIP WG 8.6 2013, please see Rana et al. (2013c) for full detail.

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Authors and Affiliations

  1. School of Management, Swansea University, Swansea, SA2 8PP, Wales, UK

    Nripendra P. Rana, Yogesh K. Dwivedi & Michael D. Williams

  2. Brunel Business School, Brunel University, Uxbridge, UK

    Vishanth Weerakkody

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  1. Nripendra P. Rana
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  2. Yogesh K. Dwivedi
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Appendix A. Survey items used in this study

Appendix A. Survey items used in this study

  • Information Quality

    IQ1:

    The public grievance redressal system would provide sufficient information

    IQ2:

    Through public grievance redressal system, I would get the information I need in time

    IQ3:

    Information provided by public grievance redressal system would be up-to-date

    IQ4:

    Information provided by public grievance redressal system would be reliable

  • System Quality

    SYQ1:

    The public grievance redressal system would be user friendly

    SYQ2:

    I would find the public grievance redressal system easy to use

    SYQ3:

    I would find it easy to get the public grievance redressal system to do what I would like it to do

  • Service Quality

    SVQ1:

    The public grievance redressal system would provide dependable services

    SVQ2:

    The public grievance redressal system would provide services at the time it promises

    SVQ3:

    The public grievance redressal system would give prompt service to citizens

    SVQ4:

    The public grievance redressal system would be responsive to citizen’s request

    SVQ5:

    The public grievance redressal system would be designed with citizen’s best interests at heart

    SVQ6:

    The public grievance redressal system would be designed to satisfy the needs of citizens

  • Perceived Ease of Use

    PEOU1:

    Learning to operate the public grievance redressal system would be easy for me

    PEOU2:

    My interaction with the public grievance redressal system would be clear and understandable

    PEOU3:

    I would find the public grievance redressal system to be flexible to interact with

    PEOU4:

    It would be easy for me to become skilful at using the public grievance redressal system

  • Perceived Usefulness

    PU1:

    Using the public grievance redressal system would enable me to accomplish lodging complaint more quickly

    PU2:

    Using the public grievance redressal system would improve my overall performance

    PU3:

    Using the public grievance redressal system would increase my productivity

    PU4:

    Using the public grievance redressal system would enhance my effectiveness

    PU5:

    Using the public grievance redressal system would make it easier to lodge my complaint

    PU6:

    I would find the public grievance redressal system useful in lodging and monitoring complaint

  • Perceived Risk

    PR1:

    Use of public grievance redressal system may cause my personal information to be stolen

    PR2:

    I will feel uneasy psychologically if I use the public grievance redressal system

    PR3:

    I think it would be unsafe to use public grievance redressal system because of the privacy and security concerns

    PR4:

    I believe that there could be negative consequences by using this public grievance redressal system

  • Perceived Satisfaction

    PS1:

    I feel that public grievance redressal system would adequately meet my needs of interacting with government agency

    PS2:

    Public grievance redressal system would efficiently fulfill my needs of interacting with government agency

    PS3:

    Overall, I would be satisfied with the public grievance redressal system

  • Behavioral Intention

    BI1:

    I intend to use the public grievance redressal system

    BI2:

    I predict that I would use the public grievance redressal system

    BI3:

    I plan to use the public grievance redressal system in the near future

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Rana, N.P., Dwivedi, Y.K., Williams, M.D. et al. Investigating success of an e-government initiative: Validation of an integrated IS success model. Inf Syst Front 17, 127–142 (2015). https://doi.org/10.1007/s10796-014-9504-7

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