Factors Influencing Good Governance and Intention to Adopt Digital Governance Services

The digital transformation facilitates the connection between various entities, such as public institutions and citizens, thereby enhancing their relationships. Integrating digital technology into public service provision through the e-government initiative makes government services and information more convenient and accessible to the general public. This study aims to identify the critical factors influencing the adoption of digital governance in public service in West Bengal in India by extending the Unified Theory of Acceptance and Use of Technology (UTAUT) model to include perceived service quality, trust, and website quality. A cross-sectional survey questionnaire was employed, informed by an extensive literature survey, to collect data from 265 participants across various cities and towns in West Bengal. Variance-based partial least squares structural modeling was utilized for hypothesis testing. The study indicates that performance expectancy, facilitating conditions, perceived service quality, trust in the government, and website quality have a significant impact on the intention of residents of West Bengal to adopt and use e-government services. However, effort expectancy, trust in the internet, and social influence were not significant predictors of the intention to use e-government services. These findings will assist the government in comprehensively improving e-government services to achieve an effective integrity system.