E-Governance Service Quality and Effective e-Governance: A Quantitative Evaluation of Telecentres of Karnataka

Abstract

E-Governance is the interaction between a government and its citizens to deliver services in an efficient manner by means of information technology and telecommunication. Delivery process could be online or through telecentres. The current study takes into account the quality of services rendered through telecentres of Karnataka set up at the hobli level leading to effective eGovernance. A framework is created with these aspects and validated through the present study. The study explores the rural-urban divide in the effectiveness of e-Governance process. The research adds up to the literature in establishing the fact that there exist differentials among the rural and urban population with respect to service quality. The study brings out the managerial framework and an action plan for Government to implement and ensure good quality services leading to effective e-Governance in the telecentres.
Keywords: telecentres, rural and urban, effective e-Governance, hoblis, service quality.