e-Governance Through e-Seva in Tamil Nadu
C. R. Senthilnathan1, V. Dhayalan2
1Dr. C.R. Senthilnathan, Associate Professor, Sri Sairam Institute of Technology, Chennai (Tamil Nadu), India.
2Dr. V. Dhayalan, Assistant Professor, Sairam Institute of Management Studies, Chennai (Tamil Nadu), India.
Manuscript received on 28 September 2019 | Revised Manuscript received on 10 November 2019 | Manuscript Published on 22 November 2019 | PP: 1369-1372 | Volume-8 Issue-6S3 September 2019 | Retrieval Number: F12420986S319/19©BEIESP | DOI: 10.35940/ijeat.F1242.0986S319
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: e-governance/e-seva has became a key mantra for the governments to improve their services to the general public after the advancement of Information and communication technology (ICT). India being one of the developing countries, has initiated their ICT services in the form of eSava. Though government started these services in India about four year ago, this study is initiated to find the consumers perception on the eSevacentres and the gaps in the consumer expectations. Three constructs namely, system stability, service reliability and service quality are used in the study to measure the satisfaction. It is found that of the three measures, system stability and service quality have less positive impacts on consumer satisfaction indicating that definitely the government has to improve their service. Whereas the service reliability is better as far as the satisfaction level of the consumers concerned.
Keywords: eseva, Consumer Perception, ICT, Service Quality.
Scope of the Article: e-Governance