A Comprehensive Multidimensional Conceptual Model to Assess the e-Governance Service Quality at Common Service Centers in India

Abstract

E-governance is a new way of life where ITC (Information Technology and Communication) has believed to enhance the communication and services of government. It has reduced cost and time of availability and delivery of services to citizen and limited corruptions when compared to traditional way of availing government services. CSC is one of the core infrastructures under NeGP (National e-Governance Plan) in 2006 by GoI (Government of India). It envisages the socio-economic status of rural population by including them in development process and providing sustainable digital access. The main aim of CSC is to provide frontend delivery points for government (G2C), private and social sector organizations (B2C) to support for the benefit and upliftment of the rural community in remotest places. A large number of studies have been conducted by academics to measure the service quality of e-governance. But they did not come out with a comprehensive model for assessing the service quality of CSCs. The present systematic and descriptive research is undertaken with two main objectives- to review major e-governance G2C service quality models and to assess the key dimensions for developing a comprehensive multidimensional conceptual model for e-governance service quality of CSCs in India. The study found that information quality, system quality, institution-service quality, trust, usability, citizen (user) satisfaction and net benefit are key dimensions to assess the service quality of CSCs.