Title: Role of citizens' knowledge about e-governance initiatives in framing citizens' satisfaction

Authors: Shubhanshu Naik; Poornima Tapas; Mallika Srivastava

Addresses: Symbiosis Institute of Business Management (SIBM), Symbiosis International (Deemed University), Lavale, Mulashi Taluka, Pune, Maharashtra, India ' Symbiosis Institute of Business Management (SIBM), Symbiosis International (Deemed University), Lavale, Mulashi Taluka, Pune, Maharashtra, India ' SVKM's Narsee Monjee Institute of Management Studies, Banerghatta Main Road, Bengaluru, Karnataka 560083, India

Abstract: The government, for the betterment and upliftment of the standard of living of citizens, undertake multiple initiatives simultaneously. These initiatives exhibit actions of the government and also act as 'goodwill' ambassador of government. In order to simplify the process and extend its reach government launched e-governance initiatives. In order to create citizens' knowledge and stimulate citizens' engagement. Government extensively promotes these initiatives. Apart from the convenience and reach, e-governance practices ensure service quality. So, it may generate citizens' trust and citizens' satisfaction. This research investigates the influence of e-governance initiatives in building citizens' satisfaction. Study findings will not only reveal the perception of public towards the e-governance initiatives but also establish the relevance of such initiatives by the government. Foundation of the research was based on extensive review of literature by authors. Additionally, keeping the purpose of study in mind authors collected public responses against self-administered questionnaire. Study outcome proposed relevance of government's e-governance initiatives in India. This can be further used by government to design and to implement innovative e-governance initiatives. The present study ventures in to new domain, i.e., it may act like a feedback mechanism for e-governance practices of the government in India.

Keywords: e-governance initiatives; citizens' engagement; citizens' satisfaction; service quality; citizens' trust; citizens' knowledge; government.

DOI: 10.1504/IJPSPM.2021.117716

International Journal of Public Sector Performance Management, 2021 Vol.8 No.1/2, pp.84 - 102

Received: 01 Mar 2019
Accepted: 27 Aug 2019
Published online: 22 Sep 2021 *

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