Demographic Factors as Determinants of User Satisfaction on e-Governance: A Field Study in Kerala

The development of Information and Communication Technologies (ICTs) has led to a new form of interaction between government and citizens. It is believed that this type of interaction not only leads to more efficient, transparent and less costly administration but also brings out changes in the fundamental relationship between government and citizens and businesses. e-Governance is about a process of reform in the way of government functioning so that giving citizens the choice of when and where they can access government information and services. This study aims at finding users’ satisfaction towards two chosen dimensions of e-Governance, namely: transparency and participation. The study tries to examine whether the demographic variables such as age, gender, education and occupation affect users’ satisfaction towards the chosen dimensions of e-Governance in Kerala. The result shows that the educational level of the respondents significantly influences their level of satisfaction towards e-Governance.