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Most of the existing studies in e-governance context have attempted to measure public value of projects in terms of quality of services provided, cost effectiveness of public organizations and extent to which public organizations are able to meet their social objectives. However, it is also important to explore variables influencing public value to pursue for attaining high public value from such projects. This paper aims to attempt to explore such variables based on Situation-Actor-Process (S-A-P) framework. In India, physical presence of citizens is still required at many public centers established for delivering a variety of government services. A citizen at the time of his visit to a public service center faces a situation, deals with different actors and is subjected to a set of processes. At the end of the service cycle, the citizen develops a perception about public value of the e-governance project. The paper aims at exploring the likely influence of “Improved Situation”, “Capability Level of Actors” and “Flexible Process Workflow” on “Public Value” of e-governance projects.

On the basis of a review of literature, variables likely to be influencing public value have been identified in terms of situation, actors and processes. A questionnaire was designed, and a survey conducted to measure public value and S-A-P-related variables in the context of two e-governance projects, namely, Passport Seva Project and Driving License Project in India. Survey data have been analyzed to study the influence of S-A-P-related variables on the public value of e-governance projects. Learning issues have been synthesized in terms of implications for practitioners as well as researchers for enhancing public value of e-governance projects.

The study has revealed that a citizen-centric e-governance project with observed high value of conceptualized S-A-P variables is expected to be characterized by high public value. The analysis has also reflected upon a need for an in-depth study to explore empirically validated linkages between S-A-P variables and public value of e-governance projects.

The paper is based on a pilot study in the context of two citizen-centric e-governance projects. It is required to study more such projects for the purpose of validating the proposed framework and arriving at generalized findings.

The study results are expected to sensitize practitioners to keep in view conceptualized variables related to situation, actors and processes while planning for citizen-centric e-governance projects. This may result in improved situation at the public service centers, better performance of employees and more flexible processes which may further help to increase the public value of such projects.

E-governance projects can perform a vital role in improving public value. In the context of India, a key objective of e-governance projects is to improve the service delivery of citizen-centric projects. The findings of the pilot study, based on the select two citizen-centric e-governance projects in India, reflect upon the likely relationship between public value and S-A-P variables. Thrust on improving situational aspects, as conceptualized in this study, is expected to improve comfort level of citizens while taking benefit of IT enabled services of government organizations. Better capability of actors at public organizations is likely to build trust and confidence among citizens toward these services. Adoption of flexible processes by public organizations is expected to ensure seamless delivery of services to citizens through alternate options. Enhanced delivery of services satisfies the need for improved public value and create positive attitude among society toward public organizations. It contributes to satisfaction level of citizens in terms of saving of time, money and efforts.

A review of literature has revealed a few studies undertaken in recent past with focus on measurement of public value in e-governance context. This paper is based on a novel idea of exploring the likely relationship between conceptualized S-A-P-related variables and public value of citizen-centric e-governance projects. Recommendations based on learning issues are expected to trigger suitable interventions to generate high public value from such projects.

This study aims to identify service quality dimensions for logistics service providers (LSPs) and to examine their relationships with customer satisfaction and customer loyalty.

Service quality dimensions are identified from vast literature review. Customers who take services from LSPs were surveyed to collect data on basis of developed survey instrument. Structural Equation Modelling (SEM) is applied to test the proposed research hypotheses.

The study shows that all the five service quality constructs, i.e. “Operational Quality”, “Resource Quality”, “Information Quality”, “Personnel Contact Quality” and “Customization and Innovation Quality” have direct relationship with customer satisfaction. They also have indirect relationship with customer loyalty, implying the full mediation of customer satisfaction.

The results of the study suggest that the logistics service quality (LSQ) can be measured multi-dimensionally. It provides clear implications to LSPs for improvement of service quality. The present research work is expected to be useful for both, logistics service providers and the customer organizations, which take services from LSPs. LSPs can develop strategies to improve their service quality on basis of findings from this study.

The present research will help in extending the existing literature on service quality in context to LSPs.

This study aims to meticulously evaluate the public service value-generation process facilitated by collaborative e-governance services within the framework of the National e-governance Plan (NeGP).

The study formulates a comprehensive research model through a combination of literature review, insights from domain experts and hands-on experience gained from the e-governance project. A conceptual research model was meticulously structured, validated, and interpreted by using a reflective measurement theory. The analytical tool SmartPLS3 was used to assess the proposed model rigorously.

The analysis of collected data reveals a statistically significant positive correlation between the implementation of collaborative e-governance strategies and the creation of public service value. This relationship is further reinforced by a strong alignment between the perceived aspects of collaborative e-governance, such as responsiveness, transparency and service delivery and their substantial contribution to the enhancement of public service value.

This study contributes to the scholarly discourse by introducing an innovative methodology for assessing public service value through analyzing empirical data from citizen-centric collaborative e-governance projects. It is noteworthy that no prior studies have examined the nuanced concept of public service value in the context of collaborative e-governance.

The purpose of this paper is to understand the influence of online brand communities on customers’ attitude, who engage with such communities, and their further influence on purchase intention (PI).

A conceptual framework was developed by reviewing literature and then validating it in the context of customers, engaged with Facebook brand pages. The framework empirically examined the influence of perceived usefulness, perceived ease of use, social influence and attachment with brand (AWB) on attitude towards brand and PI; alongside the influence of AWB on PI, from 206 responses gathered from an online survey administered to Facebook users. The framework was validated by using structural equation modelling.

The results demonstrate that the proposed framework was found to have a good fit, and seven of eight relationships hypothesized were found to be significant. The study establishes that the online brand communities have an impact on the customers’ attitude, which in turn has an influence on customers’ intention to purchase.

This study is first of its kind to analyse the engagement on Facebook online brand communities and the influence they have on the customers’ attitude towards a brand which further develops the PI of the customer. The paper suggests and supports the adoption and usage of online brand communities as a part marketing and communication strategy.

The existing government processes are often not able to cope-up with the dynamic context of e-governance due to their rigid character as reflected in the dismal performance of e-governance projects. In this article, flexibility of the key processes and e-governance performance have been analyzed based on six agriculture related projects in India. The analysis has brought out implications for researchers, practitioners and society.

Based on a review of literature, new constructs have been proposed and hypothesis formulated to study flexibility of processes and performance of e-governance. The empirical part of the study involves an opinion survey of officers involved in planning of the identified projects. The proposed constructs have been validated based on reliability and confirmatory factor analysis and used further for statistical analysis and interpretation.

The research has revealed that “flexibility of processes” is a predictor of “performance of e-governance”. The analysis has further reflected the need for reengineering of conventional processes by embedding “change mechanisms” in processes for improving e-governance performance.

The findings of this article are expected to sensitize the government officials and other actors involved in the planning and implementation of e-governance projects to analyse the underlying processes from the perspective of flexibility and take measures for transforming the conventional rigid processes into versatile and adaptive processes by introducing change mechanisms. Such redesigned processes are expected to lead to better performance of e-governance initiatives.

This paper attempts to address the gap with respect to the lack of measures for analysing the relationship between flexibility of processes and performance of e-governance projects. The article opens the door for further research in terms of defining additional constructs such as “changing situation” and “competence level of actors” and exploring their predictive relationships with “performance of e-governance”. The context-specific interpretations of validated linkages influencing performance shall provide the base for arriving at an empirically founded synthesized strategic framework for improving the performance of e-governance projects.

This research aims to assess how well the e-governance initiative aligns with its design expectations and on-ground realities for property management to redevelop Delhi, the mega-city of India. Additionally, the study proposes strategic interventions to address any gaps identified, aiming to improve the project’s effectiveness and success.

The research employs a singular exploratory case study methodology to scrutinise the e-governance initiative undertaken by the Government of India to confer property rights. Specifically, the study utilises a qualitative research approach known as design-reality gap (DRG) analysis. The study draws from primary and secondary sources using a mixed-methods data collection strategy. Primary data are gathered through a purposeful and snowball sampling method involving direct engagement with respondents, whilst secondary data are sourced from the project portal.

The investigation reveals a substantial disparity between the planning and execution phases of e-governance projects. This incongruity predominantly manifests in the domains of process, staffing and skills, as well as objectives and values. The study further finds that strategic collaboration amongst stakeholders and the sustainability of decisions are the most critical factors in ensuring the success of e-governance initiatives and bridging the DRG of e-governance projects.

This research highlights the complex challenges faced by e-governance projects in technical, human and organisational aspects. The successful implementation and sustainability of these projects require effective strategies to overcome challenges, which management should proactively identify and act on. To improve services, beneficiaries should be encouraged to provide feedback and suggestions, as they play a crucial role in service enhancement. A dynamic feedback loop would be established by creating a two-way interaction between beneficiaries and service providers, leading to iterative service improvement. It is important to note that the study’s findings are more illustrative than conclusive due to the moderate sample size, reflecting its limitations.

The research contributes to the scholarly discourse on e-governance and policy implementation by comprehensively examining the alignment between conceptual design and real-world execution. It also introduces a normalised scale for the DRG framework, mapping its dimensions to deduce specific outcomes. This innovative approach enhances the research’s originality and value, offering insights applicable in both academic and practical domains.

This study aims to describe the m-learning experience of school students and teachers during the COVID-19 pandemic and explores the factors influencing the continuance intention of m-learning.

Semistructured interviews of 24 students and 09 teachers of schools in national capital territory (NCT) Delhi, India were conducted over 03 months and transcribed verbatim. A hermeneutic phenomenological design was used to interpret the text and bring out the “lived experiences” of m-learning.

The following 15 themes or factors influencing continuance intention emerged through the hermeneutic circle: (1) actual usage, (2) attitude, (3) context, (4) extrinsic motivation, (5) facilitating conditions, (6) intrinsic motivation, (7) perceived compatibility, (8) perceived content quality, (9) perceived mobile app quality, (10) perceived teaching quality, (11) perceived usefulness, (12) satisfaction, (13) self-efficacy, (14) self-management of learning and (15) social influence.

The study offers insightful recommendations for school administrators, mobile device developers and app designers. In addition, suggestions for effectively using m-learning during disasters such as COVID-19 have been provided. Several future research directions, including a nuanced understanding of m-assessment and online discussions, are suggested to enhance the literature on m-learning continuance.

The study enriches the literature on m-learning continuance. A qualitative approach has been used to identify relevant factors influencing m-learning continuance intention among secondary and higher secondary level (Grades 9 to 12) school students and teachers in India. In addition, a conceptual framework of the relationships among the factors has been proposed. Further, an analysis of the lived experiences of m-learning during the COVID-19 pandemic indicated several issues and challenges in using m-learning during disasters.

This paper aims to investigate whether the implementation of generative artificial intelligence (GAI) impacts government functionality. The study will analyse GAI’s positive attributes across different dimensions to comprehensively understand its value proposition for public organisations. Furthermore, the paper will outline the strategic interventions required to integrate GAI effectively within the organisational context of government transformation.

This study measures “government functionality” and “GAI implementation” using abstract macro variables as a second-order formative model. It also includes first-order measurable micro-variables to better understand the concept. In addition, the study introduces “organisational context” as a moderating factor to explain the complex dynamics of integrating GAI to improve government functionality. The study proposes a conceptual framework, which was analysed using exploratory data analysis, with primary data collected through questionnaires.

The study finds a positive correlation between the implementation of GAI and improved government functionality. Furthermore, it found that organisational contextualisation significantly moderates this relationship. All the empirical outcomes align with the prescribed statistical thresholds, concluding that the articulated conceptual framework holds significance.

The study has significant implications for managers, researchers and anyone involved in making, implementing or evaluating decisions related to digital government through GAI. However, the study has limitations, including a limited sample size and contextualisation of the Indian public sector.

The study contributes to existing knowledge by showing that implementing GAI positively correlates with improving government functionality. It further highlights the significance of GAI implementation according to the specific organisational context.

The purpose of this paper is to understand the customer attitude and perception towards the online brand communities (OBCs) and purchase intention (PI). The paper also analyses the moderating effects of age, income and internet usage on the relationship among the proposed variables.

The study employed a multi-analytical approach through the use of structural equation modelling and neural networks to test the proposed framework. The information was obtained from 236 respondents using a web-based questionnaire survey. Further, moderation analysis, with age, annual family income and weekly internet usage as moderating variables, was conducted on the structural model.

The results of the analysis demonstrate that the multi-group moderating effect for different groups within age, income and internet usage have significant differences for the relationships between the independent variables content perception, perceived usefulness, critical mass, brand attachment and attitude towards brand and the dependent variable, PI.

The study is one of its kind to understand and analyse the role of moderating variables (age, income and internet usage) on OBC-induced PI.

The purpose of this paper is to investigate how to strategically reengineer the government processes in e-governance to ensure the implementation of future-oriented and sustainable e-governance across developing countries.

This study has used learning from the theory of strategic intent. The present study has been conducted using exploratory sequential mixed method research. The findings of exploratory study, supported by extant literature on reengineering, core competencies and e-governance success, forms the basis for proposed research framework, which is empirically tested with 359 respondents from the two government departments in India using partial least square technique.

The findings of this study suggested that it is needed to reengineer the government processes with a view to develop the core competencies to ensure the long-term success of e-governance implementation in terms of future-orientation and sustainability. The reengineering transformations are found to have significant positive effect on the core competencies development that, in turn, has a positive effect on the success of e-governance.

The limitation of this study is the small sample size of qualitative and quantitative study owing to the missing willingness of government officials to respond to the research instruments.

The findings of this study would help e-governance practitioners to focus on the key strategic areas which will ensure the long-term success of e-governance and make the same valuable for the current and upcoming generations.

This study made an original contribution to e-governance literature by developing and validating a theoretical model for empirically assessing the strategic effect of business process reengineering changes on e-governance success (in terms of future orientation and sustainability) through mediating variable, core competencies.