Adoption of e-Governance: The mediating role of language proficiency and digital divide in an emerging market context

Purpose This study aims to investigate India’s poor performance in the overall implementation of e-Governance despite significant improvements in the quality and scope of e-Government services in the country. Design/methodology/approach The study proposes a conceptual model based on four hypotheses that are tested using the structural equation modeling technique. Based on the results obtained, the conceptual model is suitably modified. Findings The major finding of the study is that “English proficiency” and “digital divide” sequentially mediate the relationship between “service quality” and the “willingness to adopt e-Governance” in India. Research limitations/implications The conceptual model emerging from the study adds to the literature on e-Governance service quality and adoption. However, a longitudinal or experimental study may provide more insights into the context. Practical implications Primarily, this study would interest agencies involved in developing and delivering e-Governance services. Besides, the findings may be useful for the “big data companies” that are interested in gaining direct access to the last-mile users of developing countries. Social implications The study intends to provide directions to policymakers on improving access to e-Governance services for the people who are deprived of the benefits of such services. Originality/value This is the first study to incorporate both English proficiency and digital divide in a single conceptual model in the literature related to the relationship between service quality and the willingness to adopt e-Governance.