The Degree Of Customer Satisfaction

Published Date: 02 Nov 2017

By the End Users in India

E-governance has become the key to good governance in a developing country like India. To be with par with the developed countries, the government of India should make a plan of using information technology extensively. This study evaluates the level of customers’ satisfaction in e-governance facilities by the end users who are working on various organizations. It mainly focuses on some variables like authentication, speed of access, confidentiality, integrity, location; timings and measures the level of customer satisfaction on these variables. Required data was collected through customers’ survey. For conducting customers’ survey likert scale based questionnaire was developed.

Introduction

The actual term governance comes from an ancient Greek word, kebernon, which means to steer. In current usage, to govern means to steer, to control, and to influence from a position of authority. According to Former Secretary General of the United Nations: Kofi A. Annan, "Good governance is perhaps the single most important factor in eradicating poverty and promoting development." Therefore, governance is an exercise of power for steering social systems, as well as a process by which organizations are directed, controlled, and held to account to their society. It is a set of the systems and processes concerned with ensuring the overall direction, effectiveness, supervision and accountability of an organization. E-Governance involves new styles of leadership, new ways of debating and deciding policy and investment, new ways of accessing education, new ways of listening to citizens and new ways of organizing and delivering information and services. e- Governance is defined as "E-governance is the application of information & communication technologies to transform the efficiency, effectiveness, transparency and accountability of informational & transactional exchanges with in government, between govt. & govt. agencies of National, State, Municipal & Local levels, citizen & businesses, and to empower citizens through access & use of information". In other words e- Governance is the implementation and delivery of government services through the information communication technology to provide Transparent, Effective, Efficient, Responsive and Accountable governance to the society. Good governance has eight major characteristics i.e. Participation, Transparency, Effectiveness and efficiency, Responsiveness, Accountability, Equity and inclusiveness, Rule of Law, as in [OECD e-book Citizens as Partners - Information, Consultation and Public Participation in Policy-Making] for the effective and efficient governance. If all these properties revolve around the ICT will explains innovative definition of e-governance as in figure1. This means e-Governance has all the above properties as well as innovative Information and communication Technology for the effective and efficient governance in any sector which assures that corruption is to be minimized, the views of minorities are taken into account and that the voices of the most vulnerable in society are heard in decision-making. It is also responsible to the present and future needs of society. A conceptual model for e-Governance is shown in figure-1 which explains about the interrelation between citizens, government and the services accessed by the citizen’s through information and communication technology followed by the major characteristics of good governance. Besides fast delivery of services, internet technology brings more transparency to the governance and many benefits to the e-governance community. With the advent of Internet and related technology, the government services can be extended to all geographical segments in the country round the clock, all days in a year. In addition to better and fast monitoring of government tasks, e-governance generates more revenue through online delivery of services. India is ranked 54th in the global e-government readiness ranking of 2009. This indicates significant room for improvement.

Fig 1: The conceptual view of e-governance.

Source: Journal of Theoretical and Applied Information Technology, 2005

E-Governance Global Trends

Governments around the globe are awakening to adapt the Internet technology for e-government; some countries show more interest in adapting the technology and some are slow in the process. United Kingdom launched UK online in September 2000, with an aspiration of becoming the world‘s leading knowledge economies. As a major initiative, a network of almost 6,000 UK online centers is established to allow the people to access and familiarize with the online services. Australia (particularly the state of Victoria) and Singapore are the early adapters of e-governance. Canada‘s e-governance approach is on par with the U.S. Canada‘s approach to e-governance is different from that of the U.S. For online services, U.S. focuses more on the business client at the federal level whereas Canada focuses on key services for both citizens and individuals in a more decentralized way. Now the pressure is mounting on the government to reduce the operating cost. The citizen at the same time expects faster, reliable and secure performance. Internet is now commonly available for millions of people round the globe. The common mans skill in digital technology is growing day by day. Internet technology is available in more than 150 countries on the earth. This makes the citizen believe that ―anything is possible. The monopoly of the government and the big corporate world is threatened. This is reducing the boundaries between and within the government branches.

Chapter II

2.1 Review of the Literature – Importance

Review Process

Literature Review – Important factors for e-governance

How the Review was useful

2.1 The importance of review of Related Literature

It tells the reader about aspects that have been already established or concluded by other authors, and also gives a chance to the reader to appreciate the evidence that has already been collected by previous research, and thus projects the current research work in the proper perspective. It helped in referencing the various important topics in e-governance. It also enhanced upon the formulation of various questions to be asked in order to conduct the study. It acted as the foundation for the study. It acts a link between research proposed and the studies already done.

2.2 Review Process

The review has been done by using the articles downloaded from various site publishing research articles like Nation Master, e-government of India, and relates articles from the websites. The review of literature consists of a gist of the whole articles with respect to the topic.

2.3 Literature Review - Important factors for e-governance

A review of literature is essential to have a bird’s eye view of the finding of other academic researchers. It helps to familiarize with the work that has been done in that area, eliminates the possibility of unnecessary duplication of efforts and helps improvising valuable information on research techniques. A brief resume of researches conducted and related to the present study has been presented under the following heads:

e- Governance challenges and success strategies in various countries

e- Governance issues and initiatives in India

e- Governance ranking system across the world.

E-government challenges and success strategies

A number of disciplines have invested in efforts to build understanding of the challenges in information technology initiatives. Research focused on technology, management, policy, information, and organizational issues have all contributed to knowledge about these challenges. Simultaneously, government practitioners have worked to improve their chances for success by developing and adopting multiple, and sometimes interrelated, strategies for responding to challenges to their IT initiatives. The research community too, has continued to invest in research into the success of IT initiatives. Practitioner and research efforts are moving beyond a view of technology as the primary determinant of success and are seeking more broadly based and sophisticated understanding of the interaction among technology, organizations, and environments.

Challenges to e-government initiatives

In the opinion of Tayi and Ballou (1998) System usability and ease of use are important factors to be considered. Technology incompatibility has also been identified as one difficult challenge to IT-intensive projects. Systems that are very different and sometimes very old increase the complexity of IT projects, especially information integration initiatives.Complexity and newness of technology are also constraints that can potentially affect the results of IT projects. The lack of relevant technical skills within the project team has been found to be an important factor as well as the shortages of qualified technical personnel. Legacy systems present additional challenges.

Heintze and Bretschneider (2000) are of the opinion that the size of the project and the diversity of the users and organizations involved are two of the main challenges to IT initiatives. There are at least two other problems related to the goals and objectives of initiatives. The first is the lack of alignment between organizational goals and the IT project. In addition, Dawes and Pardo identified the existence of multiple, and sometimes conflicting, goals in the public sector as an additional interorganizational challenge. Finally, individual interests and associated behaviors lead to resistance to change, internal conflicts, and turf issues.

In the opinion of Bellamy, 2000 most of the time government organizations are created and operate by virtue of a specific formal rule or group of rules. In making any kind of decision, including those in IT projects, public managers must take into account a large number of restrictive laws and regulations. For example, government agencies must often contend with one-year budget cycles. One-year budgets are common in many national and state governments, and this type of budgeting affects the potential results of long-term IT initiatives. Federal systems, as in the United States, present additional challenges derived from the particularities of the relationships between different levels of governments and the formal checks and balances among the executive, legislative, and judicial branches

Joshi et al., (2000) is of the opinion that institutions are not only laws and regulations, but also norms, actions, or behaviors that people accept as good or take for granted. Privacy and related security issues are challenges that must be adequately addressed in government IT initiatives. It highlights the range of highly complex and diverse challenges public managers must face as they work in the e-government arena. Success is not only about selecting the right technology, but also about managing organizational capabilities, regulatory constraints, and environmental pressures. For e-government managers to be successful in their initiatives they must be aware of these challenges and use appropriate strategies to overcome them.

Landsbergen and Wolken, (1998) is of the opinion that e-governance mostly fail because they face two challenges. First, the strategic challenge of e-readiness: preparing six identified pre-conditions for e-governance i.e. Data Systems Infrastructure, Legal Infrastructure, Institutional Infrastructure Ready, Human Infrastructure, Technological Infrastructure, and Leadership and Strategic Thinking. Second, the tactical challenge of closing design-reality gaps: adopting best practice in e-governance projects in order to avoid failure and to achieve success.

Success strategies for e-government initiatives

Richard Heeks (2001) studied the effect of new information and communication technologies and how it can make a significant contribution to the achievement of good governance goals. The paper outlines the three main strategies for e-governance: improving government processes (e-administration); connecting citizens (e-citizens and e-services); and building external interactions (e-society).

Mohammad Shakil Akther et al (2007) in their study on an e-government project in Bangladesh

Highlight that most e-government projects within developing countries employ high-technology

intervention whereas citizens are not ready for this. There are successful projects which took low end route. This paper examines one such project to find out the reasons behind its success. The research concludes that stakeholders’ participation is the driving factor for success. The major issue is not IT, but an understanding between the citizen population and their complimentary governmental entity, which acts as the critical factor for triumph in e-government.

Saxena, K.B.C. (2005) tells about some of the necessary attributes of a governance-centric initiative under the banner "excellent e-governance" (e2-governance), and describe a methodology for ensuring such excellence in e-governance implementations. Excellence (or governance-centricism) in e-governance requires the initiative to be effectiveness-driven and not merely efficiency-driven. This will require the initiative to be led by"good governance" driven goal/purpose: additionally, the initiative must be outcome-focused.

The study by F. Corradini, et al (2007) highlights that Digital identities, profiles and their management enables online interactions and transactions among people, enterprises, service providers and government institutions. In this paper, after having examined the European identity management policies, they explain the differences between digital identity and digital citizenship and introduce digital credentials and also discuss how an identity management framework, composed by shared and standardized services supporting authentication procedures, can change within the e-Government domain. The paper concludes by outlining future trends and the potentiality of the extended digital identity in both public and private sectors. Within an e-Government’s domain it is possible to enforce the dentity Management framework in a more specific way. The paper also discussed current and foreseeable trends for identity management along with an analysis of important issues and requirements. The study introduced a model of an identity management framework and discussed some of our past and current research activities in this area.

E-Governance: Major Issues in India

In Countries like India people are poor and infrastructures are not up to the mark. Under such condition it becomes very difficult to provide government services to the people. There are

Number of reasons for that-

Poverty: Internet access is too expensive for the poor in developing countries like India. Installing the necessary telephone lines needed for internet or email access is equally unaffordable in most poor countries. In India, each telephone connection may cost as much as Rs30, 000 in urban areas and Rs70, 000–80,000 in villages, which is unaffordable by most low income families. It is also very expensive to gain internet access in India: it may cost about Rs25 per hour in cities and Rs150–1200 per hour in rural areas [Source: Yadav K.P. Singh 2001 ‘Cover Story: Can Indian Villages be Logged on to InfoTech Highway?’]

Country

PC’s /100

Telephone lines/100

Internet Users/100

India

2.76

3,37

6.93

Canada

94.58

55.48

76.77

USA

81.21

55.43

66.15

UK

79.89

53.35

71.94

Australia

75.70

47.05

54.19

Singapore

72.61

41.91

69.99

New Zealand

54.15

40.83

80.41

Table 1: ICT usage in various countries

Source: International Telecommunication Union, World Telecommunication/ICT Indicators 2011 (September 2011 update)

Technical illiteracy: There is general lack of technical literacy as well as literacy in countries like India, the correlation between education level and use of electronic means or Internet and other ICT means are quite significant, for instance about usage of ICT is given above in the table1.

Language Dominance: The dominance of English on the internet constrains the access of non-English-speaking population. It is found that of all the web pages in the world, about 84 percent are in English followed by 4.5 percent in German, 3.1 percent in Japanese, 1.8 percent in French, 1.2 percent in Spanish, 1.1 percent in Swedish, 1 percent in Italian and less than 1 percent in all other languages [Source: Norris, Pippa 2001, Digital Divide? Civic Engagement, Information Poverty and the Internet in Democratic Societies.]. In the case of India, 95 percent of the population does not speak English [Source: Hariharan, Venkatesh 1999 Information Poverty: India’s New Challenge’, Information Technology in Developing Countries.]. Due to such overwhelming dominance of English over these communication Channels, computers and the internet are quite useless in Indian villages, and the use of local languages does little to alleviate the problem due to the poor literacy level mentioned earlier.

Unawareness: There is general lack of awareness regarding benefits of e-governance as well as the process involved in implementing successful G-C, G-G and G-B projects. The administrative structure is not geared for maintaining, storing and retrieving the governance information electronically.

Lack of Participations of Society, Public and Private sectors: Designing of any application requires a very close interaction between the govt. department and the agency developing the solutions. At present the users in govt. departments do not contribute enough to design the solution architecture. Consequently the solution developed and implemented does not meet the requirements of an e-governance project and hence does not get implemented.

Inequality: Inequality in gaining access to public sector services between various sections of citizens, especially between urban and rural communities, between the educated and illiterate, and between the rich and poor.

Infrastructure: Lack of necessary infrastructure like electricity, internet, technology and ways of communications as in Table1 will affect the speed which delays the implementation.

Impediments for the Re-Engineering process: Implementation of e-governance projects requires lots of restructuring in administrative processes, redefining of administrative procedures and formats which finds the resistance in almost all the departments at all the levels.

Operational Reluctance: The psychology of government servants is quite different from that of private sectors. Traditionally the government servants have derived their sustenance from the fact that they are important repositories of government data. Thus any effort to implement Documents Management and workflow Technologies or bringing out the change in the system is met with resistance from the government servants

Government Initiatives

The policy-makers in India tend to justify the adoption and expansion of e-governance on the grounds that it costs less, reduces waste, promotes transparency, eliminates corruption, generates possibilities to resolve rural poverty and inequality, and guarantees a better future for citizens in other words government tends to portray e-governance as the panacea for all ranges of problems confronting India, therefore Indian Government has set the target of delivering at least 25 percent of its dealings and services electronically. To achieve the target Indian Government has decided to boost computer density by making computers easily affordable; to increase connectivity by improving the telecommunication based on optical fiber networks. Indian government has taken major initiatives to setup institutions for making policy, control and account deployment of e-Governance which will provide effective and efficient services.

One of the most important initiatives undertaken by the central government is the Information Technology Act (2000), which is to regulate cyberspace and define offences and penalties related to information technology (IT) such as tampering with computer source documents, breach of confidentiality and privacy, publication of false digital signatures and so on.

Freedom of Information Bill that requires all public authorities to maintain information and records, and appoint Public Information Officers to assist citizens in gaining access to such information [Source: Global Campaign for Free Expression, Government of India, 2000].

Ministry of Information Technology (MIT) [Source: Upadhyaya, R. 2000 ‘E-governance and Computer Applications’,] plays a crucial role in facilitating e-governance by reinforcing knowledge based enterprises, encouraging coordination among users, adopting procedures based on international standards, promoting the internet and introducing it education.

The Government has also decided to establish a National Institute of Smart Government [Source: Government of India 2001] in order to enhance capacity-building in e-Governance at all administrative levels.

Centre for Electronic Governance to promote IT and e-governance in the country which is to identify the appropriate forms of ICT necessary for better service delivery, to conduct training for generating it awareness among government officials and to help state governments in implementing policies and reforms based on best e-governance practices [Source: Centre for Electronic Governance (CEG) 1999]

NeGP National e-Governance Projects (NeGP) make all Government services accessible to the common man in his locality, through common service delivery outlets and ensure efficiency, transparency & reliability of such services at affordable costs to realize the basic needs of the common man. Indian Government has committed around 23 Crores for overall development for five year plan in 2006. In addition, various ministries and departments organizes summit, other mechanism to raise awareness programs to make varieties of information available to citizens through electronic links.

[Source: National e-Governance Plan, Ministry of Communication & Information Technology, Government of India.

UN e-government Survey 2011 Findings

Table-2 below lists the top 10 countries in the UN survey 2010. As per the UN report these countries have achieved maturity in the transactional stage of e-government.

Rank

Country

Index

% of world population

1

Republic of Korea

0.92

0.98

2

Netherlands

0.91

0.24

3

United Kingdom

0.89

0.89

4

Denmark

0.88

0.079

5

United States

0.87

4.46

6

France

0.86

0.93

7

Sweden

0.84

0.14

8

Norway

0.83

0.08

9

Finland

0.82

0.07

10

Singapore

0.81

0.075

11

India

0.34

17.12

Table 3: Top 10 Countries in the UN Survey 2011

Source: U.S World Population clocks and National Statistics of e-governance, 2011

Recent steps by United Kingdom

The following are the strategies which the above countries have followed to make use of e-governance to the full extent .This strategy focuses on using e-business methods as a means of meeting the government’s targets for electronic service delivery, electronic procurement and e-commerce. The strategy has four guiding principles:

Building services around citizens choices

Making Government and its services more accessible over the internet and through mobile phones, digital TV, call centers and personal computers

Social inclusion

Using information better.

This strategy is centered on certain framework policies which are geared towards providing standardization and building confidence. Thus, the ‘Security Framework Policy’ provides a framework against which service providers will need to assess their services. However, service providers are free to propose implementations within the framework. The ‘Authentication Framework Policy’ and guidelines establish a common approach to authentication for government departments, agencies and the wider public sector.

The major transformations that happened in these countries are as follows

Services enabled by IT must be designed around the citizen or business, not the provider, and provided through modern, co-ordinate delivery channels. This will improve the customer experience, achieve better policy outcomes, reduce paperwork and improve efficiency by reducing duplication and routine processing, leveraging delivery capacity and streamlining processes.

Government must move to a shared service culture – in the front-office, in the back-office, in information and in infrastructure – and release efficiencies by standardization, simplification and sharing.

There must be broadening and deepening of government’s professionalism in terms of the planning, delivery management, skills and governance of IT enabled change. This will result in more successful outcomes; fewer costly delivery failures; and increased confidence by citizens and politicians in the delivery of change by the public services.

Recent Steps by Netherlands

In April 2001, the government came out with its ‘E-Government Strategy’.13 This strategy had a simple operational vision: ‘Netherlands will be a world leader in e-government’. This vision was supported by a time-bound mission: "By 2004, the Internet will be the dominant means of enabling ready access to government information, services and processes." basically, this strategy was in the nature of a programme for action for the State Services commission’s E-government Unit (EGU) and government agencies working alongside the Unit, aimed at making the most of e-technology in government. The overall objective was to create "a public sector (including the public service, Crown entities, State Owned Enterprises and local government) that is: structured, resourced and managed to perform in a manner which meets the needs of Netherlands in the information age and which increasingly delivers information and services using online capabilities." As per this strategy, e-government was expected to provide:

Better services – more convenient and reliable, with lower compliance costs, higher quality and value;

Cost effectiveness and efficiency – cheaper, better information and services for customers and better value for taxpayers;

Improved reputation – building an image of Netherlands as a modern nation, an attractive location for people and business;

Greater participation by people in government – making it easier for those who

wish to contribute

Leadership – supporting the knowledge society through public sector innovation.

2.4 How the Review was useful

1. The review was useful to understand the underlying conflict points.

2. It helped in providing rationale to the proposed study.

3. It also helped in hunting answers for specific questions

4. It has helped in relating the proposed study to the research already done.

5. It will help us to connect the work the work of numerous authors with our own work.

6. It will help us to understand the view of different people towards a particular issue.

7. It also helped in understanding the different methods that other more experienced researchers have used to conclude on the particular topic under the study.

Chapter III Design of the Project

3.1 Problem Statement

3.2 Variable under the Study

3.3 Objectives

3.4 Methodology

3.5 Scope

3.6 Limitations

3.7 Questionnaire Design

3.1 Problem Statement

This project tries to find out the degree of customer satisfaction in various e-governances used by the end users in India, this project tries to claim the e-governance UN ranking system, because they are completely ignoring the factor called population and the customer satisfaction in every country which should also be considered while declaring the ranking of the country.

3.2 Variables under Study

The variables selected are:

Security

Speed of access

Confidentiality

Location

Ease of use

3.3 Research Objectives

To study the degree of satisfaction in the use of e-governance facilities by the end users in India. The following will be analyzes under this:

Whether the end users are satisfied enough with the kind of security they are providing through the payment gateway.

To identify whether the usage of application is easy, or are they finding it difficult in using these applications and facilities.

To know whether these e-governance organizations are located at convenient locations and whether they are operating at convenient locations.

To identify whether the end users and the employees are happy with the speed of access to these services through online.

3.4 Methodology

The present study is mostly through Primary data. The questionnaire was distributed to four organizations under e-governance which are e-seva, e-bhoomi, e-passport, Irctc and it was also distributed to the students of age group 20-25 years and the data was analyzed using pie-chart to identify the level of customer satisfaction on above mentioned variables in Microsoft excel.

3.5 Scope

The study covers the level of customer satisfaction in various e-governance facilities and services. The variables which are under study are the speed of access, security, ease of use, location, confidentiality. The study main purpose is to focus on the level of population that India is having and the level of customer satisfaction, the e-governance organizations providing ,the study actually claims the UN ranking system and attempts to consider the population factor and the level of satisfaction ,the people of the country are having with the kind of facilities the country is having .The study done by many authors gave the challenges and success strategies which are required for successful implementation of e-governance ,and many statistical analysis which was done by the UN gives the position or the rank where the country stands, apart from that my study mainly focus on the present issues which India is facing like literacy, poverty etc apart from all these it is still providing the good level of service to the people .This study attempts to consider the other factors while giving a rank to the country in the level of services they are proving in the e-governance .

3.6 Limitations

Reluctance of the people to provide complete information about themselves can affect the validity of responses.

Due to time and cost constraint study will be conducted in only selected areas of Karnataka and Andhra Pradesh.

The information can be biased due to use of questionnaires.

Total number of Biases is large enough to be analyzed; only certain important biases were employed to be investigated.

3.7 Questionnaire Design

The e-governance is located at convenient locations?

Strongly disagree 4. Agree

Disagree 5. Strongly agree

3. Neutral

The e-governance operates in convenient timings?

Strongly disagree 4. Agree

Disagree 5. Strongly agree.

Neutral

Are you satisfied with the authentication system provided by this e-governance?

Highly satisfied 4. dissatisfied

Satisfied 5. Highly dissatisfied

Average

As a customer, when you have a problem you get a proper response from the concerned employee in e-governance organizations?

Strongly disagree 4. Agree

Disagree 5. Disagree

Neutral

How much satisfied are you with the kind of security they provide through payment gateway?

Highly satisfied 4. Dissatisfied

Satisfied 5.Highly dissatisfied

Average

How do rate the speed of access to these websites?

Very slow 4. Fast

Slow 5.Very fast

Average

Confidentiality and integrity of information is high in these organizations

Strongly agree 4. Agree

Disagree 5. Strongly agree.

Neutral

These e-governance services are making things simpler for me

Strongly agree 4. Agree

Disagree 5. Strongly agree.

Neutral

How do you feel about the ease of use in these e-governance applications?

Highly satisfied 4. dissatisfied

Satisfied 5. Highly dissatisfied

Average

Chapter IV Data Analysis and Interpretation

4.1 Data Set

> Primary data

4.2 Data Analysis & Interpretation

5.1 Data set used

The variables selected are

Security

Speed of access

Confidentiality

Location

Ease of use

5.21 PRIMARY DATA STUDY:

FROM THE QUESTIONNAIRE

The e-governance is located at convenient locations?

1. Strongly disagree -4 4. Agree -28

2. Disagree -5 5. Strongly agree 3

3. Neutral -0

Interpretation:

From the above chart we can say that 70% of the people are satisfied with the places where the e-governance organizations are located and only 10%people are not satisfied about the location.

The e-governance operates in convenient timings?

1. Strongly disagree -1 4. Agree - 8

2. Disagree -2 5. Strongly agree.-26

3. Neutral-3

Interpretation:

From the above chart we can say that 71% of the people are satisfied about the timings , when these organizations are operating and only 2-4% of people are not satisfied regarding the timings of the operation.

3. Are you satisfied with the authentication system provided by this e-governance?

1. Highly satisfied -3 4. Dissatisfied-4

2. Satisfied -23 5. Highly dissatisfied-6

3. Average -4

Interpretation:

From the above chart we can say that only 58% of the people are satisfied with authentication that these organizations are providing and around 20-30% people are not satisfied with the authentication and there has to be some improvement in this region.

4. As a customer, when you have a problem you get a proper response from the concerned employee in e-governance organizations?

1. Strongly disagree -12 4. Agree-5

2. Disagree -3 5.Strongly agree-16

3. Neutral-4

Interpretation:

From the above chart we can say that only 40% are satisfied with the response they are getting when they encounter a problem and more than 60% of the people are not satisfied with the kind of services they are offering and they need to improve in this area by providing some helpline numbers or online drop boxes.

5. How much satisfied are you with the kind of security they provide through payment gateway?

1. Highly satisfied -24 4. Dissatisfied-4

2. Satisfied -4 5. Highly dissatisfied-5

3. Average-3

Interpretation:

From the above chart we can say that 60% of the people are satisfied with the kind of security they are providing through these e-governance organizations and there are 14-20% of people who are not satisfied with the security procedures they are following.

6. How do rate the speed of access to these websites?

1. Very slow- 4 4. Fast-26

2. Slow -5 5. Very fast -2

3. Average-3

Interpretation:

From the above chart we can say that 65% of the people are satisfied with the kind of speed they are getting, only 5-12% are not happy with access speed they are getting due to heavy traffic in the peak times.

7. Confidentiality and integrity of information is high in these organizations?

1. Strongly disagree-2 4. Agree-4

2. Disagree - 4 5.Strongly agree.-28

3. Neutral-2

Interpretation:

From the above chart we can say that 70% of the people are satisfied with integrity and confidentiality these organizations are providing and only 5-10% are not satisfied, which is very negligible .

8. How do you feel about the ease of use in these e-governance applications?

1. Highly satisfied -28 4. Dissatisfied-3

2. Satisfied -2 5. Highly dissatisfied-2

3. Average-5

Interpretation:

From the above chart we can say that 70% of the people are satisfied with the ease of use of the application and only 5-8% of the people are finding difficulty with the use of application .

9. These e-governance services are making things simpler for me

1. Strongly disagree-3 4. Agree-4

2. Disagree-2 5. Strongly agree-28

3. Neutral-3

Interpretation:

From the above chart we can say that overall 70% of the people are satisfied with the facilities provided by the e-governance

Chapter V Conclusions

5.1 Observations

5.2 Suggestions

5.3 Conclusions

5.1 Observations

India’s e-governance is experiencing a strong period of growth, in the upcoming days. Today's informed citizen is one of the key cornerstones of change. New technologies are being used to deliver services to the public and enhance government administration. Information share is of particular relevance to developing countries. Government holds information in both paper and electronic formats that are essential for a country.

From the above analysis we had seen that the level of usage and customer satisfaction in the facilities and services provided are very good ,but one of the major constraint that our Indian government is facing is that the ,high growth of population ,which is getting difficult for the government to manage the service ,apart from having so many hurdles ,the e-governance is doing good in getting an overall satisfaction level of 70% and it still needs to improve in order to capture more people by still improving their authentication levels and responses to problems faced by the people while operating or knowing about these services .

5.2 Suggestions

The e-governance organizations ,has to improve their service in the field of responses to a problem faced by the people through online and offline ,there need to be maintained some kind of helpline system or e-mail system enabling a response within one hour or also they can come up with online/offline drop box system through which they need to respond to the customer who is having a problem and also there need to be some improvement in terms of authentication ,extra care has to be taken in terms of authentication by proving some additional security features

5.3 Conclusion

`