[go: up one dir, main page]
Skip to main content
Springer Nature Link
Log in

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

  • Published:
Information Systems Frontiers Aims and scope Submit manuscript

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.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Subscribe and save

Springer+ Basic
$34.99 /Month
  • Get 10 units per month
  • Download Article/Chapter or eBook
  • 1 Unit = 1 Article or 1 Chapter
  • Cancel anytime
Subscribe now

Buy Now

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2

Similar content being viewed by others

References

  • Ahn, T., Ryu, S., & Han, I. (2007). The impact of Web quality and playfulness on user acceptance of online retailing. Information & Management, 44(3), 263–275.

    Article  Google Scholar 

  • Akman, I., Yazici, A., Mishra, A., & Arifoglu, A. (2005). E-Government: A global view and an empirical evaluation of some attributes of citizens. Government Information Quarterly, 22(2), 239–257.

    Article  Google Scholar 

  • Bailey, J. E., & Pearson, S. W. (1983). Development of a tool for measuring and analyzing computer user satisfaction. Management Science, 29(5), 530–545.

    Article  Google Scholar 

  • Belanger, F., Hiller, J. S., & Smith, W. J. (2002). Trustworthiness in electronic commerce: The role of privacy, security, and site attributes. The Journal of Strategic Information Systems, 11(3), 245–270.

    Article  Google Scholar 

  • Carter, L., Schaupp, L. C., Hobbs, J., & Campbell, R. (2011). The role of security and trust in the adoption of online tax filing. Transforming Government People, Process and Policy, 5(4), 303–318.

    Article  Google Scholar 

  • Chae, M., & Kim, J. (2001). Information quality for mobile internet services: A theoretical model with empirical validation. In: Proceedings of the Twenty-second International conference on information systems (pp43–54). New Orleans.

  • Chai, S., Herath, T. C., Park, I., & Rao, H. R. (2006). Repeated Use of E-Gov Web sites: A satisfaction and confidentiality perspective. International Journal of Electronic Government Research, 2(3), 1–22.

    Article  Google Scholar 

  • Chen, C.-W. (2010). Impact of quality antecedents on taxpayer satisfaction with online tax-filing systems—an empirical study. Information & Management, 47(5), 308–315.

    Article  Google Scholar 

  • Cheong, J. H., & Park, M. C. (2005). Mobile internet acceptance in Korea. Internet Research, 15(2), 125–140.

    Article  Google Scholar 

  • Chiu, C. M., Chiu, C. S., & Chang, H. C. (2007). Examining the integrated influence of fairness and quality on learners’ satisfaction and Web based learning continuance intention. Information Systems Journal, 17(3), 271–287.

    Article  Google Scholar 

  • Choudrie, J., & Dwivedi, Y. K. (2005). Investigating the research approaches for examining technology adoption issues. Journal of Research Practice, 1(1), Article D1.

  • Colesca, S. E., & Dobrica, L. (2008). Adoption and use of e-government services: The case of Romania. Journal of Applied Research and Technology, 6(3), 204–217.

    Google Scholar 

  • Cornford, T., & Smithson, S. (1996). Project research in information systems: A Student’s guide. London: Macmillan Press Ltd.

    Google Scholar 

  • Cristobal, E., Flavian, C., & Guinaliu, M. (2007). Perceived e-service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality, 17(3), 317–340.

    Article  Google Scholar 

  • Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 318–346.

    Article  Google Scholar 

  • Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982–1002.

    Article  Google Scholar 

  • DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60–95.

    Article  Google Scholar 

  • Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30.

    Google Scholar 

  • DPG (2014). Department of public grievance, government of India. Accessed from http://dpg.gov.in [on March 8, 2014].

  • Dwivedi, Y. K., Williams, M. D., & Venkatesh, V. (2008). Guest editorial: A profile of adoption of information & communication technologies (ICT) research in the household context. Information Systems Frontiers, 10(4), 385–390.

    Article  Google Scholar 

  • Dwivedi, Y. K., Papazafeiropoulou, A., Brinkman, W. P., & Lal, B. (2010). Examining the influence of service quality and secondary influence on the behavioural intention to change internet service provider. Information Systems Frontiers, 12(2), 207–217.

    Article  Google Scholar 

  • Dwivedi, Y. K., Kapoor, K. K., Williams, M. D., & Williams, J. (2013). RFID systems in libraries: An empirical examination of factors affecting system use and user satisfaction. International Journal of Information Management, 33(2), 367–377.

    Article  Google Scholar 

  • Dwivedi, Y. K., Weerakkody, V., & Janssen, M. (2012). Moving towards maturity: Challenges to successful e-government implementation and diffusion. The DATA BASE for Advances in Information Systems, 42(4), 11–22.

  • Floropoulos, J., Spathis, C., Halvatzis, D., & Tsipouridou, M. (2010). Measuring the success of the Greek taxation information system. International Journal of Information Management, 30(1), 47–56.

    Article  Google Scholar 

  • Fowler, F. J. (2002). Survey research methods. London: SAGE Publications Inc.

    Google Scholar 

  • Franz, C. R., & Robey, D. (1986). Organisational context, user involvement and the usefulness of information systems. Decision Sciences, 17(3), 329–356.

    Article  Google Scholar 

  • Fu, J.-R., Chao, W.-P., & Farn, C.-K. (2006). Acceptance of electronic tax filing: A study of taxpayer intentions. Information & Management, 43(1), 109–126.

    Article  Google Scholar 

  • Gefen, D., & Straub, D. (2000). The relative importance of perceived ease of Use in IS adoption: A study of E-commerce adoption. Journal of the Association for Information Systems, 1(8), 1–28.

    Google Scholar 

  • Gotoh, R. (2009). Critical factors increasing user satisfaction with e-government services. Electronic Government, an International Journal, 6(3), 252–264.

    Article  Google Scholar 

  • Griffiths, J. R., Jhonson, F., & Hartley, R. J. (2007). User satisfaction as a measure of system performance. Journal of Librarianship and Information Science, 39(3), 142–152.

    Article  Google Scholar 

  • Gupta, M. P., & Jana, D. (2003). EGovernment evaluation: A framework and case study. Government Information Quarterly, 20(4), 365–387.

    Article  Google Scholar 

  • Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1992). Multivariate data analysis, with readings (3rd ed.). New York: Macmillan Publishing Company.

    Google Scholar 

  • Ho, B. C. T., & Oh, K. B. (2009). An empirical study of the use of e-security seals in e-commerce. Online Information Review, 33(4), 655–671.

    Article  Google Scholar 

  • Hsu, F-M., & Chen, T-Y. (2007). Understanding information systems usage behavior in E-government: The role of context and perceived value. Pacific Asia Conference on Information Systems, (pp 477–490).

  • Hu, P. J.-H., Brown, S. A., Thong, J. Y. L., Chan, F. K. Y., & Tam, K. Y. (2009). Determinants of service quality and continuance intention of online services: The case of eTax. Journal of the American Society for Information Science and Technology, 60(2), 292–306.

    Article  Google Scholar 

  • Hu, P. J.-H., Chen, H., Hu, H.-F., Larson, C., & Butierez, C. (2011). Law enforcement officers’ acceptance of advanced e-government technology: A survey study of COPLINK mobile. Electronic Commerce Research and Applications, 10(1), 6–16.

    Article  Google Scholar 

  • Iavari, J. (2005). An empirical test of the DeLone-McLean model of information system success. The Data Base for Advances in Information Systems, 36(2), 8–27.

    Article  Google Scholar 

  • Ives, B., Olson, M. H., & Baroudi, J. (1983). Measurement of user information satisfaction. Communications of the ACM, 26(10), 785–793.

    Article  Google Scholar 

  • Jaeger, P. T. (2003). The endless wire: E-Government as global phenomenon. Government Information Quarterly, 20(4), 323–331.

    Article  Google Scholar 

  • Joo, Y. J., Lim, K. Y., & Kim, E. K. (2011). Online university students’ satisfaction and persistence: Examining perceived level of presence, usefulness and ease of use as predictors in a structural model. Computers & Education, 57(2), 1654–1664.

    Article  Google Scholar 

  • Karavasilis, I., Zafiropoulos, K., & Vrana, V. (2010). Extending TAM to understand E-governance adoption by teachers in Greece. In M.D. Lytras, P.O. de Pablos, A. Ziderman, A. Roulstone, H. Maurer, & J.B. Imber (eds.), (pp 57–68) WSKS 2010, Part II, CCIS 112.

  • King, W. R., & He, J. (2006). A meta-analysis of the technology acceptance model. Information & Management, 43(6), 740–755.

    Article  Google Scholar 

  • Kraemer, K. L., Danzinger, J. N., Dunkle, D. E., & King, J. L. (1993). The usefulness of computer-based information to public managers. MIS Quarterly, 17(2), 129–148.

    Article  Google Scholar 

  • Lederer, A. L., Maupin, D. J., Sena, M. P., & Zhuang, Y. (2000). The technology acceptance model and the world wide Web. Decision Support Systems, 29(3), 269–282.

    Article  Google Scholar 

  • Lee, Y., Kozar, K. A., & Larsen, K. R. T. (2003). The technology acceptance model: Past, present, and future. Communications of the Association for Information System, 12(1), 752–780.

    Google Scholar 

  • Liao, C., Chen, J. L., & Yen, D. C. (2007). Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service: An integrated model. Computers in Human Behavior, 23(6), 2804–2822.

  • Liao, Z., & Cheung, M. T. (2001). Internet-based e-shopping and consumer attitudes: An empirical study. Information & Management, 38(5), 299–306.

    Article  Google Scholar 

  • Liu, Y., & Zhou, C. (2010). A citizen trust model for e-government. In proceedings of IEEE International Conference on Software Engineering and Service Sciences, (pp 751–754).

  • Maes, A., & Poels, G. (2007). Evaluating quality of conceptual modelling scripts based on user perceptions. Data & Knowledge Engineering, 63(3), 701–724.

    Article  Google Scholar 

  • McGill, T., & Hobbs, V. (2003). User-developed applications and information systems success: A test of DeLone and McLean’s model. Information Resources Management Journal, 16(1), 24–45.

    Article  Google Scholar 

  • McKnight, D. H., Choudhury, V., & Kacmar, C. (2000). Trust in e-commerce vendors: A two-stage model. In: Proceedings of the 21st International Conference on Information Systems, Brisbane, Queensland, Australia.

  • Nunnaly, J. (1978). Psychometric theory. New York: McGraw-Hill.

    Google Scholar 

  • Palmer, J. W. (2002). Web site usability, design, and performance metrics. Information Systems Research, 13(2), 151–167.

    Article  Google Scholar 

  • Pavlou, P. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 69–103.

    Google Scholar 

  • Petter, S., & McLean, E. R. (2009). A meta-analytic assessment of the DeLone and McLean IS success model: An examination of IS success at the individual level. Information & Management, 46(3), 159–166.

    Article  Google Scholar 

  • Petter, S., DeLone, W., & McLean, E. (2008). Measuring information systems success: models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17(3), 236–263.

    Article  Google Scholar 

  • Phang, C. W., Sutanto, J., Li, Y., & Kankanhalli, A. (2005). Senior Citizens’ adoption of E-government. In: Quest of the antecedents of perceived usefulness, 38th Hawaii International Conference on System Sciences, (pp 1–8).

  • Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: A measure of information systems effectiveness. MIS Quarterly, 19(2), 173–187.

    Article  Google Scholar 

  • Radner, R., & Rothschild, M. (1975). On the allocation of effort. Journal of Economic Theory, 10(3), 358–376.

    Article  Google Scholar 

  • Rai, A., Lang, S. S., & Welker, R. B. (2002). Assessing the validity of IS success models: An empirical test and theoretical analysis. Information Systems Research, 13(1), 50–69.

    Article  Google Scholar 

  • Rana, N. P., Williams, M. D., & Dwivedi, Y. K. (2012a). E-government adoption research: A meta-analysis of findings. In: Proceedings of European Conference of Information Systems, Barcelona.

  • Rana, N. P., Williams, M. D., Dwivedi, Y. K., & Williams, J. (2012b). Theories and theoretical models for examining the adoption of e-government services. e-Service Journal, 8(2), 26–56.

    Article  Google Scholar 

  • Rana, N. P., Williams, M. D., & Dwivedi, Y. K. (2012c). Evaluating suitability of alternative theoretical paradigm for examining citizen adoption of e-government (pp. 1–28). London: tGov Workshop, Brunel University.

    Google Scholar 

  • Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013a). A meta-analysis of existing research on citizen adoption of e-government. Information Systems Frontiers, 1–17. doi: 10.1007/s10796-013-9431-z.

  • Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013b). Evaluating the validity of IS success models for the electronic government research: An empirical test and integrated model. International Journal of Electronic Government Research, 9(3), 1–22.

    Article  Google Scholar 

  • Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013c). Examining the factors affecting intention to use of, and user satisfaction with online public grievance redressal system (OPGRS) in India. In Y. K. Dwivedi, H. Zinner Henriksen, D. Wastell, & R. De’ (Eds.), Proceedings of IFIP WG 8.6 international conference on transfer and diffusion of IT, TDIT 2013, Bangalore, India, grand successes and failures in IT, public and private sectors (pp. 240–260). Berlin: Springer.

    Google Scholar 

  • Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013d). E-government adoption research: An analysis of the employee’s perspective. International Journal of Business Information Systems, 14(4), 414–428.

    Article  Google Scholar 

  • Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013e). Examining adoption of online pan card registration system: A context of indian egov system. nascent connections. Proceedings of Business School Postgraduate Research Conference, Swansea University, UK.

  • Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2014). A review and weight analysis of the predictors and linkages in electronic government adoption research. International Journal of Indian Culture and Business Management, 8(2), 139–158.

    Article  Google Scholar 

  • Ranganathan, C., & Ganapathy, S. (2002). Key dimensions of business-to-consumer web sites. Information & Management, 39(6), 457–465.

    Article  Google Scholar 

  • Sambasivan, M., Wemyss, G. P., & Rose, R. C. (2010). User acceptance of a G2B system: A case of electronic procurement system in Malaysia. Internet Research, 20(2), 169–187.

    Article  Google Scholar 

  • Schaupp, L. C., & Carter, L. (2010). The impact of trust, risk and optimism bias on e-file adoption. Information Systems Frontiers, 12(3), 299–309.

    Article  Google Scholar 

  • Schaupp, L. C., Carter, L., & McBride, M. E. (2010). E-file adoption: A study of U.S. taxpayers’ intentions. Computers in Human Behavior, 26(4), 636–644.

    Article  Google Scholar 

  • Scott, M., & DeLone, W. H. (2009). Understanding net benefits: A citizen-based perspective on e-government success. International Conference on Information Systems, (pp 1–11).

  • Seddon, P. B. (1997). A respecification and extension of the DeLone and McLean model of IS success. Information Systems Research, 8(3), 240–253.

    Article  Google Scholar 

  • Seddon, P. B., & Kiew, M.-Y. (1994). A partial test and development of the DeLone and McLean model of IS success. In J. I. DeGross, S. L. Huff, & M. C. Munro (Eds.), Proceedings of the international conference on information systems (pp. 99–110). Atlanta: Association for Information Systems.

    Google Scholar 

  • Seddon, P. B., & Kiew, M. Y. (1996). A partial test and development of DeLone and McLean’s model of IS success. Australian Journal of Information Systems, 4(1), 90–109.

    Google Scholar 

  • Sharifi, H., & Zarei, B. (2004). An adaptive approach for implementing e-government in I.R. Iran. Journal of Government Information, 30(5), 600–619.

    Article  Google Scholar 

  • Straub, D. W., & Welke, R. J. (1998). Coping with systems risk: Security planning models for management decision making. MIS Quarterly, 22(4), 441–469.

  • Tan, C-W., Benbasat, I., & Cenfetelli, R. T. (2008). Building citizen trust towards e-government services: Do high quality websites matter?, 41st Hawaii International Conference on System Sciences, (pp 1–10).

  • Teo, T. S. H., Srivastava, S. C., & Jiang, L. (2008). Trust and electronic government success: An empirical study. Journal of Management Information Systems, 9(3), 99–131.

    Article  Google Scholar 

  • Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 45(2), 186–204.

    Article  Google Scholar 

  • Wang, Y.-S., & Liao, Y.-W. (2008). Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success. Government Information Quarterly, 25(4), 717–733.

    Article  Google Scholar 

  • Wang, T., Cao, Y., & Yang, S. (2010). Building the model of sustainable trust in e-government. 2nd IEEE international conference on information and financial engineering, (pp 698–701).

  • Warkentin, M., & Gefen, D. (2002). Encouraging citizen adoption of e-government by building trust. Electronic Markets, 12(3), 157–162.

    Article  Google Scholar 

  • Warkentin, M., Gefen, D., Pavlou, P., & Rose, G. (2002). Encouraging citizen adoption of e-government by building trust. Electronic Markets, 12(3), 157–162.

    Article  Google Scholar 

  • Yao, Y., & Murphy, F. (2007). Remote electronic voting systems: An exploration of voters’ perceptions and intention to use. European Journal of Information Systems, 16(2), 106–120.

    Article  Google Scholar 

  • Zhang, Z., Leeb, M. K. O., Huanga, P., Zhang, L., & Huang, X. (2005). A framework of ERP systems implementation success in china: An empirical study. International Journal of Production Economics, 98(1), 56–80.

    Article  Google Scholar 

  • Zikmund, G. W. (1994). Business research methods (4th ed.). New York: The Dryden Press.

    Google Scholar 

Download references

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.

Author information

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

Authors
  1. Nripendra P. Rana
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Yogesh K. Dwivedi
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Michael D. Williams
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Vishanth Weerakkody
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Nripendra P. Rana.

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

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

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

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s10796-014-9504-7

Keywords