Linking Accessibility, Easiness and Satisfaction of Users for Public Service Deliveries Through ICTs: Do Amenities Make Things Better?

Abstract

This study explores the complex relationships between the accessibility of information and communication technologies (ICTs) in rural Haryana and user satisfaction with public services. The study explores how ‘easiness’ mediates the relationship between accessibility and satisfaction, putting forth a complex model of moderated mediation in which amenities play a key moderating role. Using a large dataset of 981 respondents, the study makes use of several advanced statistical techniques. The results show that there is a significant mediation impact of ease of use in the link between accessibility and satisfaction. Additionally, the study reveals that amenities have a moderating effect on this association, influencing its nature and degree of strength. Remarkably, the ease of use mediates the indirect effect of accessibility on satisfaction, which is strongest in areas with a lot of good or high-quality amenities. All things considered, this study makes a substantial contribution to our understanding of the complex interactions between accessibility, ease of use, conveniences and user satisfaction when it comes to ICT-based public service delivery in rural regions. The information gathered has important policy implications since it highlights how facilities and technology accessibility play a crucial role in increasing user satisfaction in rural development programs.