ASSESSING CITIZEN SATISFACTION AND SERVICE EFFICIENCY IN E-GOVERNANCE: A STUDY OF COMMON SERVICE CENTRES IN KERALA
Keywords:
E-Governance, Common Service Centres (CSCs), Citizen Satisfaction, Service Efficiency, Digital Inclusion, Kerala.Abstract
The rapid advancement of digital technologies has transformed public administration, enabling governments to deliver services more efficiently and transparently. This study assesses citizen satisfaction and service efficiency in the functioning of Common Service Centres (CSCs) under the e-Governance framework in Kerala. The primary objective is to evaluate how effectively CSCs facilitate citizen-centric services, reduce bureaucratic barriers, and promote digital inclusivity across rural and urban populations. A structured questionnaire was administered to a sample of 385 respondents representing diverse demographic and socio-economic backgrounds across various districts of Kerala. The study employed both descriptive and inferential statistical analyses using SPSS to examine the relationship between service quality, accessibility, transparency, responsiveness, and overall satisfaction levels.
Findings reveal that citizens perceive CSCs as convenient and accessible platforms for availing government services, especially in rural areas where digital infrastructure remains limited. However, variations in service efficiency were observed based on technical readiness, operator competency, and network reliability. The study further highlights that transparency, timely service delivery, and staff professionalism significantly influence citizen satisfaction. Despite notable progress, challenges persist in terms of system downtime, limited awareness among beneficiaries, and inconsistent service quality.
The research concludes that enhancing technological infrastructure, continuous capacity-building of service providers, and citizen feedback integration are vital for strengthening e-Governance performance. The study contributes to policy formulation aimed at improving the effectiveness and inclusiveness of digital governance initiatives in Kerala and offers a replicable model for similar contexts across India.
