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Constructing a Multi-Item Scale for Measuring Citizens’ Perception Towards Success of e-Gov Services in a Smart City in India: Exploring Age and Gender Dynamics

In: Leveraging Emerging Technologies and Analytics for Empowering Humanity, Vol. 1

Author

Listed:
  • Debjeet Ganguly

    (Government of West Bengal)

  • Amit Kundu

    (North-Eastern Hill University)

Abstract

This research study delves into the dynamics of implementing an e-government information system in a smart city context, focusing on Newtown Kolkata, in West Bengal, India. The primary objective is to comprehensively explore the parameters affecting the successful adoption of such systems and their impact on perceived net benefits by users. Through a survey research design involving 418 respondents, various dimensions of system quality, service quality, information quality, economic quality, user belongingness, perceived utility, and intuitive e-governance were investigated. Factor analysis reduced the items to five key dimensions: System Usability and Satisfaction, Operational Utility of e-Services, System Service Supports, Information Integrity & Relevance, and Perceived Economic Returns. Subsequent regression analysis revealed that all five dimensions significantly influence Intuitive E-governance (IEGV), with Operational Utility of E-Service emerging as the most influential factor, followed by System Usability & Satisfaction, Information Integrity & Relevance, Perceived Economic Returns of E-Governance, and System Service Supports. Additionally, moderation analysis demonstrated that demographic variables such as age and gender moderate these relationships.

Suggested Citation

  • Debjeet Ganguly & Amit Kundu, 2025. "Constructing a Multi-Item Scale for Measuring Citizens’ Perception Towards Success of e-Gov Services in a Smart City in India: Exploring Age and Gender Dynamics," Springer Proceedings in Business and Economics, in: D P Goyal & Suprateek Sarker & Somnath Mukhopadhyay & Basav Roychoudhury & Parijat Upadhyay & Pradee (ed.), Leveraging Emerging Technologies and Analytics for Empowering Humanity, Vol. 1, chapter 1, pages 1-44, Springer.
    • Handle: RePEc:spr:prbchp:978-981-96-2548-2_1
    DOI: 10.1007/978-981-96-2548-2_1
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