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Adoption of e-government services at different maturity levels: a qualitative study in India

Rajiv Kumar (IT and Systems Area, Indian Institute of Management Kashipur, Kashipur, India)
Amit Sachan (Operations Management Area, Indian Institute of Management Ranchi, Ranchi, India)
Arindam Mukherjee (Information Systems and Business Analytics Area, Indian Institute of Management Ranchi, Ranchi, India)

Digital Policy, Regulation and Governance

ISSN: 2398-5038

Article publication date: 21 December 2022

Issue publication date: 31 January 2023




The purpose of this study is to determine the factors that enable citizens to adopt e-government services at different maturity levels: information, two-way communication, transaction and political participation.


The study uses a grounded approach by conducting semi-structured interviews.


The study reveals that the factors influencing the adoption of e-government services vary at different levels. It identifies 27 influencing factors. In total, 13 of these factors influence adoption at the information level; 13 at the two-way communication level; 25 at the transactional level; and 16 at the political participation level. Auxiliary facilities, connectedness, corruption avoidance, transparency and fairness, customer support and forced adoption, not commonly discussed as influencing factors for e-government adoption in the extant literature, have been revealed in this study.

Research limitations/implications

This study uses qualitative research and rather than generalization, the focus is explicitly on obtaining an in-depth understanding. Although the sampling used is sufficient for the purpose of this study and allows reasonable conclusions to be drawn; however, it cannot be considered representative of a vast country like India. Academicians and information systems researchers can use these findings for further research.

Practical implications

This study advances the understanding of e-government adoption. The findings have potential implications for public administrators and policymakers in successfully designing, developing and implementing e-government services at different maturity levels.


Existing e-government adoption theories are of limited scope and do not capture and specify the complete essence of citizens’ adoption characteristics at different levels of e-government services. Hence, a theoretical gap exists, which this study aims to fill.



Kumar, R., Sachan, A. and Mukherjee, A. (2023), "Adoption of e-government services at different maturity levels: a qualitative study in India", Digital Policy, Regulation and Governance, Vol. 25 No. 1, pp. 15-39.



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