Demographic Analysis of e-Governance Usage and Satisfaction Level Among Indians

e-Governance is the provision of all government services to citizens of a country with the use of technology. For the proper dissemination and use of services, Internet today has become an important element. To better provide these services, the government needs an idea about the usage level of these by different groups of customers. The paper analyzes the usage of amenities of government websites by Indians and aims at identifying if the use and satisfaction level with such sites are different based on customer demographic characteristics like gender, age, occupation, income, etc. The survey method of data collection using a formal questionnaire was used for conducting the study and the number of respondents were 200. The percentage of respondents showing a high usage of the e-governance sites was found to be 28.5 and the percentage of respondents satisfied with these sites was 33%. On analyzing the data, it was found that there is a significant outcome of all the four demographic variables, i.e., gender, occupation, age and income, on usage level of e-governance sites, while the satisfaction level with these sites was found to be significantly affected by gender, occupation and age