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Adoption of e-Governance: The mediating role of language proficiency and digital divide in an emerging market context

Sayantan Khanra (Department of Strategic Management, Indian Institute of Management, Rohtak, Haryana, India)
Rojers P. Joseph (Department of Strategic Management, Indian Institute of Management, Rohtak, Haryana, India)

Transforming Government: People, Process and Policy

ISSN: 1750-6166

Article publication date: 4 April 2019

Issue publication date: 17 July 2019

869

Abstract

Purpose

This study aims to investigate India’s poor performance in the overall implementation of e-Governance despite significant improvements in the quality and scope of e-Government services in the country.

Design/methodology/approach

The study proposes a conceptual model based on four hypotheses that are tested using the structural equation modeling technique. Based on the results obtained, the conceptual model is suitably modified.

Findings

The major finding of the study is that “English proficiency” and “digital divide” sequentially mediate the relationship between “service quality” and the “willingness to adopt e-Governance” in India.

Research limitations/implications

The conceptual model emerging from the study adds to the literature on e-Governance service quality and adoption. However, a longitudinal or experimental study may provide more insights into the context.

Practical implications

Primarily, this study would interest agencies involved in developing and delivering e-Governance services. Besides, the findings may be useful for the “big data companies” that are interested in gaining direct access to the last-mile users of developing countries.

Social implications

The study intends to provide directions to policymakers on improving access to e-Governance services for the people who are deprived of the benefits of such services.

Originality/value

This is the first study to incorporate both English proficiency and digital divide in a single conceptual model in the literature related to the relationship between service quality and the willingness to adopt e-Governance.

Keywords

Acknowledgements

The authors would like to express their gratitude to Prof Emad Abu-Shanab, Yarmouk University, Jordan, for reviewing an initial draft of this paper and sharing valuable comments on the same. The authors would also like to thank two anonymous referees for providing valuable insights and suggestions; their comments have immensely helped the authors to further improve their paper.

Citation

Khanra, S. and Joseph, R.P. (2019), "Adoption of e-Governance: The mediating role of language proficiency and digital divide in an emerging market context", Transforming Government: People, Process and Policy, Vol. 13 No. 2, pp. 122-142. https://doi.org/10.1108/TG-12-2018-0076

Publisher

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Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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