Top

Information Systems Frontiers

Published in:

01-02-2015

Investigating success of an e-government initiative: Validation of an integrated IS success model

Authors: Nripendra P. Rana, Yogesh K. Dwivedi, Michael D. Williams, Vishanth Weerakkody

Published in: Information Systems Frontiers | Issue 1/2015

Activate our intelligent search to find suitable subject content or patents.

search-config

AI-assisted search

Off

Abstract

The purpose of this paper is to examine the success (by measuring intention to use and user satisfaction) of the online public grievance redressal system (OPGRS) from the perspective of the citizens of India. The success of this e-government system is examined using an integrated IS success model. The model developed includes the constructs such as system quality, information quality, service quality, perceived usefulness, perceived ease of use, perceived satisfaction, perceived risk, and behavioral intention. The proposed integrated research model of IS was validated using the response taken from 419 citizens from different cities of India. The empirical outcomes provided the positive significant connections between all 12 hypothesised relationships between eight constructs. The empirical evidence and discussion presented in the study can help the government to improve upon and fully utilise the potential of the OPGRS as a useful tool toward a transparent and corruption free country.

previous article Developing and validating a hierarchical model of external responsiveness: A study on RFID technology

next article Research on information systems failures and successes: Status update and future directions

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 390 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Maschinenbau + Werkstoffe

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Available only for authorised users

Ahn, T., Ryu, S., & Han, I. (2007). The impact of Web quality and playfulness on user acceptance of online retailing. Information & Management, 44(3), 263–275.CrossRef

Akman, I., Yazici, A., Mishra, A., & Arifoglu, A. (2005). E-Government: A global view and an empirical evaluation of some attributes of citizens. Government Information Quarterly, 22(2), 239–257.CrossRef

Bailey, J. E., & Pearson, S. W. (1983). Development of a tool for measuring and analyzing computer user satisfaction. Management Science, 29(5), 530–545.CrossRef

Belanger, F., Hiller, J. S., & Smith, W. J. (2002). Trustworthiness in electronic commerce: The role of privacy, security, and site attributes. The Journal of Strategic Information Systems, 11(3), 245–270.CrossRef

Carter, L., Schaupp, L. C., Hobbs, J., & Campbell, R. (2011). The role of security and trust in the adoption of online tax filing. Transforming Government People, Process and Policy, 5(4), 303–318.CrossRef

Chae, M., & Kim, J. (2001). Information quality for mobile internet services: A theoretical model with empirical validation. In: Proceedings of the Twenty-second International conference on information systems (pp43–54). New Orleans.

Chai, S., Herath, T. C., Park, I., & Rao, H. R. (2006). Repeated Use of E-Gov Web sites: A satisfaction and confidentiality perspective. International Journal of Electronic Government Research, 2(3), 1–22.CrossRef

Chen, C.-W. (2010). Impact of quality antecedents on taxpayer satisfaction with online tax-filing systems—an empirical study. Information & Management, 47(5), 308–315.CrossRef

Cheong, J. H., & Park, M. C. (2005). Mobile internet acceptance in Korea. Internet Research, 15(2), 125–140.CrossRef

Chiu, C. M., Chiu, C. S., & Chang, H. C. (2007). Examining the integrated influence of fairness and quality on learners’ satisfaction and Web based learning continuance intention. Information Systems Journal, 17(3), 271–287.CrossRef

Choudrie, J., & Dwivedi, Y. K. (2005). Investigating the research approaches for examining technology adoption issues. Journal of Research Practice, 1(1), Article D1.

Colesca, S. E., & Dobrica, L. (2008). Adoption and use of e-government services: The case of Romania. Journal of Applied Research and Technology, 6(3), 204–217.

Cornford, T., & Smithson, S. (1996). Project research in information systems: A Student’s guide. London: Macmillan Press Ltd.

Cristobal, E., Flavian, C., & Guinaliu, M. (2007). Perceived e-service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality, 17(3), 317–340.CrossRef

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 318–346.CrossRef

Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982–1002.CrossRef

DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60–95.CrossRef

Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30.

DPG (2014). Department of public grievance, government of India. Accessed from http://dpg.gov.in [on March 8, 2014].

Dwivedi, Y. K., Williams, M. D., & Venkatesh, V. (2008). Guest editorial: A profile of adoption of information & communication technologies (ICT) research in the household context. Information Systems Frontiers, 10(4), 385–390.CrossRef

Dwivedi, Y. K., Papazafeiropoulou, A., Brinkman, W. P., & Lal, B. (2010). Examining the influence of service quality and secondary influence on the behavioural intention to change internet service provider. Information Systems Frontiers, 12(2), 207–217.CrossRef

Dwivedi, Y. K., Kapoor, K. K., Williams, M. D., & Williams, J. (2013). RFID systems in libraries: An empirical examination of factors affecting system use and user satisfaction. International Journal of Information Management, 33(2), 367–377.CrossRef

Dwivedi, Y. K., Weerakkody, V., & Janssen, M. (2012). Moving towards maturity: Challenges to successful e-government implementation and diffusion. The DATA BASE for Advances in Information Systems, 42(4), 11–22.

Floropoulos, J., Spathis, C., Halvatzis, D., & Tsipouridou, M. (2010). Measuring the success of the Greek taxation information system. International Journal of Information Management, 30(1), 47–56.CrossRef

Fowler, F. J. (2002). Survey research methods. London: SAGE Publications Inc.

Franz, C. R., & Robey, D. (1986). Organisational context, user involvement and the usefulness of information systems. Decision Sciences, 17(3), 329–356.CrossRef

Fu, J.-R., Chao, W.-P., & Farn, C.-K. (2006). Acceptance of electronic tax filing: A study of taxpayer intentions. Information & Management, 43(1), 109–126.CrossRef

Gefen, D., & Straub, D. (2000). The relative importance of perceived ease of Use in IS adoption: A study of E-commerce adoption. Journal of the Association for Information Systems, 1(8), 1–28.

Gotoh, R. (2009). Critical factors increasing user satisfaction with e-government services. Electronic Government, an International Journal, 6(3), 252–264.CrossRef

Griffiths, J. R., Jhonson, F., & Hartley, R. J. (2007). User satisfaction as a measure of system performance. Journal of Librarianship and Information Science, 39(3), 142–152.CrossRef

Gupta, M. P., & Jana, D. (2003). EGovernment evaluation: A framework and case study. Government Information Quarterly, 20(4), 365–387.CrossRef

Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1992). Multivariate data analysis, with readings (3rd ed.). New York: Macmillan Publishing Company.

Ho, B. C. T., & Oh, K. B. (2009). An empirical study of the use of e-security seals in e-commerce. Online Information Review, 33(4), 655–671.CrossRef

Hsu, F-M., & Chen, T-Y. (2007). Understanding information systems usage behavior in E-government: The role of context and perceived value. Pacific Asia Conference on Information Systems, (pp 477–490).

Hu, P. J.-H., Brown, S. A., Thong, J. Y. L., Chan, F. K. Y., & Tam, K. Y. (2009). Determinants of service quality and continuance intention of online services: The case of eTax. Journal of the American Society for Information Science and Technology, 60(2), 292–306.CrossRef

Hu, P. J.-H., Chen, H., Hu, H.-F., Larson, C., & Butierez, C. (2011). Law enforcement officers’ acceptance of advanced e-government technology: A survey study of COPLINK mobile. Electronic Commerce Research and Applications, 10(1), 6–16.CrossRef

Iavari, J. (2005). An empirical test of the DeLone-McLean model of information system success. The Data Base for Advances in Information Systems, 36(2), 8–27.CrossRef

Ives, B., Olson, M. H., & Baroudi, J. (1983). Measurement of user information satisfaction. Communications of the ACM, 26(10), 785–793.CrossRef

Jaeger, P. T. (2003). The endless wire: E-Government as global phenomenon. Government Information Quarterly, 20(4), 323–331.CrossRef

Joo, Y. J., Lim, K. Y., & Kim, E. K. (2011). Online university students’ satisfaction and persistence: Examining perceived level of presence, usefulness and ease of use as predictors in a structural model. Computers & Education, 57(2), 1654–1664.CrossRef

Karavasilis, I., Zafiropoulos, K., & Vrana, V. (2010). Extending TAM to understand E-governance adoption by teachers in Greece. In M.D. Lytras, P.O. de Pablos, A. Ziderman, A. Roulstone, H. Maurer, & J.B. Imber (eds.), (pp 57–68) WSKS 2010, Part II, CCIS 112.

King, W. R., & He, J. (2006). A meta-analysis of the technology acceptance model. Information & Management, 43(6), 740–755.CrossRef

Kraemer, K. L., Danzinger, J. N., Dunkle, D. E., & King, J. L. (1993). The usefulness of computer-based information to public managers. MIS Quarterly, 17(2), 129–148.CrossRef

Lederer, A. L., Maupin, D. J., Sena, M. P., & Zhuang, Y. (2000). The technology acceptance model and the world wide Web. Decision Support Systems, 29(3), 269–282.CrossRef

Lee, Y., Kozar, K. A., & Larsen, K. R. T. (2003). The technology acceptance model: Past, present, and future. Communications of the Association for Information System, 12(1), 752–780.

Liao, C., Chen, J. L., & Yen, D. C. (2007). Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service: An integrated model. Computers in Human Behavior, 23(6), 2804–2822.

Liao, Z., & Cheung, M. T. (2001). Internet-based e-shopping and consumer attitudes: An empirical study. Information & Management, 38(5), 299–306.CrossRef

Liu, Y., & Zhou, C. (2010). A citizen trust model for e-government. In proceedings of IEEE International Conference on Software Engineering and Service Sciences, (pp 751–754).

Maes, A., & Poels, G. (2007). Evaluating quality of conceptual modelling scripts based on user perceptions. Data & Knowledge Engineering, 63(3), 701–724.CrossRef

McGill, T., & Hobbs, V. (2003). User-developed applications and information systems success: A test of DeLone and McLean’s model. Information Resources Management Journal, 16(1), 24–45.CrossRef

McKnight, D. H., Choudhury, V., & Kacmar, C. (2000). Trust in e-commerce vendors: A two-stage model. In: Proceedings of the 21st International Conference on Information Systems, Brisbane, Queensland, Australia.

Nunnaly, J. (1978). Psychometric theory. New York: McGraw-Hill.

Palmer, J. W. (2002). Web site usability, design, and performance metrics. Information Systems Research, 13(2), 151–167.CrossRef

Pavlou, P. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 69–103.

Petter, S., & McLean, E. R. (2009). A meta-analytic assessment of the DeLone and McLean IS success model: An examination of IS success at the individual level. Information & Management, 46(3), 159–166.CrossRef

Petter, S., DeLone, W., & McLean, E. (2008). Measuring information systems success: models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17(3), 236–263.CrossRef

Phang, C. W., Sutanto, J., Li, Y., & Kankanhalli, A. (2005). Senior Citizens’ adoption of E-government. In: Quest of the antecedents of perceived usefulness, 38th Hawaii International Conference on System Sciences, (pp 1–8).

Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: A measure of information systems effectiveness. MIS Quarterly, 19(2), 173–187.CrossRef

Radner, R., & Rothschild, M. (1975). On the allocation of effort. Journal of Economic Theory, 10(3), 358–376.CrossRef

Rai, A., Lang, S. S., & Welker, R. B. (2002). Assessing the validity of IS success models: An empirical test and theoretical analysis. Information Systems Research, 13(1), 50–69.CrossRef

Rana, N. P., Williams, M. D., & Dwivedi, Y. K. (2012a). E-government adoption research: A meta-analysis of findings. In: Proceedings of European Conference of Information Systems, Barcelona.

Rana, N. P., Williams, M. D., Dwivedi, Y. K., & Williams, J. (2012b). Theories and theoretical models for examining the adoption of e-government services. e-Service Journal, 8(2), 26–56.CrossRef

Rana, N. P., Williams, M. D., & Dwivedi, Y. K. (2012c). Evaluating suitability of alternative theoretical paradigm for examining citizen adoption of e-government (pp. 1–28). London: tGov Workshop, Brunel University.

Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013a). A meta-analysis of existing research on citizen adoption of e-government. Information Systems Frontiers, 1–17. doi: 10.1007/s10796-013-9431-z.

Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013b). Evaluating the validity of IS success models for the electronic government research: An empirical test and integrated model. International Journal of Electronic Government Research, 9(3), 1–22.CrossRef

Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013c). Examining the factors affecting intention to use of, and user satisfaction with online public grievance redressal system (OPGRS) in India. In Y. K. Dwivedi, H. Zinner Henriksen, D. Wastell, & R. De’ (Eds.), Proceedings of IFIP WG 8.6 international conference on transfer and diffusion of IT, TDIT 2013, Bangalore, India, grand successes and failures in IT, public and private sectors (pp. 240–260). Berlin: Springer.

Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013d). E-government adoption research: An analysis of the employee’s perspective. International Journal of Business Information Systems, 14(4), 414–428.CrossRef

Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013e). Examining adoption of online pan card registration system: A context of indian egov system. nascent connections. Proceedings of Business School Postgraduate Research Conference, Swansea University, UK.

Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2014). A review and weight analysis of the predictors and linkages in electronic government adoption research. International Journal of Indian Culture and Business Management, 8(2), 139–158.CrossRef

Ranganathan, C., & Ganapathy, S. (2002). Key dimensions of business-to-consumer web sites. Information & Management, 39(6), 457–465.CrossRef

Sambasivan, M., Wemyss, G. P., & Rose, R. C. (2010). User acceptance of a G2B system: A case of electronic procurement system in Malaysia. Internet Research, 20(2), 169–187.CrossRef

Schaupp, L. C., & Carter, L. (2010). The impact of trust, risk and optimism bias on e-file adoption. Information Systems Frontiers, 12(3), 299–309.CrossRef

Schaupp, L. C., Carter, L., & McBride, M. E. (2010). E-file adoption: A study of U.S. taxpayers’ intentions. Computers in Human Behavior, 26(4), 636–644.CrossRef

Scott, M., & DeLone, W. H. (2009). Understanding net benefits: A citizen-based perspective on e-government success. International Conference on Information Systems, (pp 1–11).

Seddon, P. B. (1997). A respecification and extension of the DeLone and McLean model of IS success. Information Systems Research, 8(3), 240–253.CrossRef

Seddon, P. B., & Kiew, M.-Y. (1994). A partial test and development of the DeLone and McLean model of IS success. In J. I. DeGross, S. L. Huff, & M. C. Munro (Eds.), Proceedings of the international conference on information systems (pp. 99–110). Atlanta: Association for Information Systems.

Seddon, P. B., & Kiew, M. Y. (1996). A partial test and development of DeLone and McLean’s model of IS success. Australian Journal of Information Systems, 4(1), 90–109.

Sharifi, H., & Zarei, B. (2004). An adaptive approach for implementing e-government in I.R. Iran. Journal of Government Information, 30(5), 600–619.CrossRef

Straub, D. W., & Welke, R. J. (1998). Coping with systems risk: Security planning models for management decision making. MIS Quarterly, 22(4), 441–469.

Tan, C-W., Benbasat, I., & Cenfetelli, R. T. (2008). Building citizen trust towards e-government services: Do high quality websites matter?, 41st Hawaii International Conference on System Sciences, (pp 1–10).

Teo, T. S. H., Srivastava, S. C., & Jiang, L. (2008). Trust and electronic government success: An empirical study. Journal of Management Information Systems, 9(3), 99–131.CrossRef

Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 45(2), 186–204.CrossRef

Wang, Y.-S., & Liao, Y.-W. (2008). Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success. Government Information Quarterly, 25(4), 717–733.CrossRef

Wang, T., Cao, Y., & Yang, S. (2010). Building the model of sustainable trust in e-government. 2nd IEEE international conference on information and financial engineering, (pp 698–701).

Warkentin, M., & Gefen, D. (2002). Encouraging citizen adoption of e-government by building trust. Electronic Markets, 12(3), 157–162.CrossRef

Warkentin, M., Gefen, D., Pavlou, P., & Rose, G. (2002). Encouraging citizen adoption of e-government by building trust. Electronic Markets, 12(3), 157–162.CrossRef

Yao, Y., & Murphy, F. (2007). Remote electronic voting systems: An exploration of voters’ perceptions and intention to use. European Journal of Information Systems, 16(2), 106–120.CrossRef

Zhang, Z., Leeb, M. K. O., Huanga, P., Zhang, L., & Huang, X. (2005). A framework of ERP systems implementation success in china: An empirical study. International Journal of Production Economics, 98(1), 56–80.CrossRef

Zikmund, G. W. (1994). Business research methods (4th ed.). New York: The Dryden Press.

Title: Investigating success of an e-government initiative: Validation of an integrated IS success model
Authors: Nripendra P. Rana
Yogesh K. Dwivedi
Michael D. Williams
Vishanth Weerakkody
Publication date: 01-02-2015
Publisher: Springer US
Published in: Information Systems Frontiers / Issue 1/2015
Print ISSN: 1387-3326
Electronic ISSN: 1572-9419
DOI: https://doi.org/10.1007/s10796-014-9504-7

Springer Professional

Abstract

Please log in to get access to your license.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Technik"

Springer Professional "Wirtschaft"

Other articles of this Issue 1/2015

Failure of large transformation projects from the viewpoint of complex adaptive systems: Management principles for dealing with project dynamics

Technology assimilation through conjunctures – a look at IS use in retail

Knowledge transfer planning and execution in offshore outsourcing: An applied approach

Microeconomics and operations research: Their interactions and differences

Repertoires of collaboration for common operating pictures of disasters and extreme events

Profiling internet banking users: A knowledge discovery in data mining process model based approach

Premium Partner