Title: Adoption of contact tracing mobile application during COVID-19 pandemic in India

Authors: Jeganathan Gomathi Sankar; Arokiaraj David; P. Victer Paul; C. Ganeshkumar

Addresses: Bhopal School of Social Sciences, Institute of Advanced Studies, Bhopal, Madhya Pradesh 462016, India ' Al Tareeqah Management Studies, SBS Swiss Business School, RAKIA Free Zone, Al Jazeerah Al Hamra, RAK, UAE ' Indian Institute of Information Technology Kottayam, Kerala, India ' School of Management Studies, University of Hyderabad, Gachibowli, Hyderabad, Telangana 500046, India

Abstract: The purpose of the study is to investigate the factors that influenced the use of the Aarogya Setu contact tracing mobile application, which was made available by the Indian government during the COVID-19 pandemic. It uses an integrated conceptual framework to investigate how well technology adoption works in public health surveillance. The unified theory of acceptance and use of technology (UTAUT) and E-SERVQUAL frameworks are adopted in the study to develop a postulated model. A quantitative approach was used, and data were gathered from 574 health workers across Tamil Nadu, Kerala, and Puducherry. Structural equation modelling (SEM) was employed to test the hypothesised relationships among the constructs. The findings show that users' preference towards using the Aarogya Setu application is significantly influenced by efficiency and social impact. In the context of health-tech adoption, the model showed strong fit and provided empirical support for the integrated framework. This study contributes to the growing literature on digital health interventions by providing a verified approach to understand contact tracing application adoption. It offers practical insights for policymakers and app developers to enhance the design and deployment of mobile health tools during public health crises.

Keywords: contact tracing; Aarogya Setu; COVID-19; technology adoption; theory of acceptance; digital health; health technology; India.

DOI: 10.1504/EG.2026.154896

Electronic Government, an International Journal, 2026 Vol.22 No.4, pp.438 - 457

Received: 03 Sep 2024
Accepted: 04 Aug 2025
Published online: 17 Jul 2026 *

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