Citizens' perceptions on benefits of e-governance services

摘要

The paper presents a framework for categorising the benefits of e-governance in the Indian context, wherein four dimensions of benefits are proposed i.e., economic benefits, quality of service (QoS) benefits, quality of governance (QoG) benefits and personal development. To test the proposed framework, the study has selected e-governance services offered by New Delhi Municipal Council (NDMC). Primary data has been collected from 515 users of NDMC's e-governance services to study their perceptions regarding the proposed dimensions of e-governance benefits. The factor analysis technique has been used to identify the dimensions of e-governance benefits. The study also examines how the citizens' perceptions regarding the realisation of e-governance benefits differ according to their demographic characteristics (gender, age, education, occupation and income). The findings of the study indicate that e-governance services are most beneficial in terms of economic benefits, followed by benefits in terms of QoS and QoG.