Title: The perceptions of citizens towards e-governance: a study of Lucknow urban agglomeration of India

Authors: Saurabh Chandra

Addresses: Department of Public Administration, University of Lucknow, Lucknow, 226001, Uttar Pradesh, India

Abstract: E-governance transformation is not only about providing the services using ICT but it also entails building external interactions with citizen and businesses, enhancing democracy and enhancing the trust of the political institutions of government. It embraces among other principles, transparency, accountability and citizen participation in the public policy process. This study aims at finding users' perception towards the three chosen dimensions of e-governance, namely: transparency, accountability, and participation, in the Lucknow urban Agglomeration of India. It also tends to find out how the demographic variables affect the level of satisfaction towards the e-government services. These dimensions of e-governance are neither studied before in the Indian context nor explored earlier concerning some demographic variables. The overall level of satisfaction with the three attributes was less favourable for e-government's dimension transparency and favourable for e-government's dimension accountability and participation.

Keywords: e-governance; perception; urban; satisfaction; perception; transparency; accountability; participation.

DOI: 10.1504/IJEG.2021.10041625

International Journal of Electronic Governance, 2021 Vol.13 No.3, pp.245 - 263

Accepted: 22 Nov 2020
Published online: 07 Dec 2021 *

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