Keywords
citizen perception
Kolkata
Public Administration
Digital India
How to Cite
Abstract
The present study is part of a research programme to understand the perception of people towards mobile government services in West Bengal, India. Focusing on the suburban region of Kolkata, chiefly Maheshtala-Diamond Harbour constituency of the South 24 Parganas district of the state, the study uses a cross-sectional survey method and employs a structured questionnaire to collect data from 240 respondents from randomly selected locations within this region. The analyses of the data uncover that while mobile phone usage is widespread, awareness and informed usage of government mobile applications remain uneven. Age, education, and frequency of using mobile phones significantly influence the perception, while awareness proves to be a strong predictor of positive engagement. Findings suggest that apart from infrastructural excellence, upholding trust, awareness, and user support systems are essential for inclusive adoption of mobile governance in suburban regions of Kolkata.
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