Abstract

The purpose of this paper is to examine the factors influencing the adoption of the online public grievance redressal system (OPGRS) in the Indian context. This e-government initiative is based on the government’s long term strategic policy that aims to reform and overhaul the Indian bureaucracy. The model developed is based on the unified theory of acceptance and use of technology (UTAUT) and includes the constructs including performance expectancy, effort expectancy, social influence, facilitating conditions, self-efficacy, and behavioral intention. The empirical outcomes provided the positive significant relationships for all 11 hypotheses established using six constructs. The empirical evidence and discussion presented in the study can help the Indian government to improve upon and fully utilize the potential of OPGRS as a useful tool for transparent and corruption free country. The research also provides its limitations and future research directions, and implications for theory and practice at the end.

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