Examining the Factors Affecting Intention to Use of, and User Satisfaction with Online Public Grievance Redressal System (OPGRS) in India

The purpose of this paper is to examine the success (by measuring intention to use and user satisfaction) of the online public grievance redressal system (OPGRS) from the perspective of the citizens of India. This is the first time that the success of this e-government system is examined using an IS success model. The model developed includes the constructs such as system quality, information quality, perceived usefulness, user satisfaction, and intention to use. The empirical outcomes provided the positive significant connections between all eight hypothesized relationships between five 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.