Abstract:
The dismal statistics of the usage of e-services in India is a cause of concern. This
paper tries to analyze the reasons for the low performance and formulate causal
relationship from social sciences perspective by using theories of IT and social
change. The success of any e-governance is determined by the extent of services used
in presence, interaction, transaction and transformation stages of e-governance. Victor
Vroom’s Expectancy motivation theory is used to understand the motivational factors
that affect individual choices to use e-services in each stage. To understand more
about the decision making process of an individual to use e-services and the transition
from one stage to another stage, we have used reinforcement learning based Markov
decision model backed Q-learning algorithm is used. The results give insights on how
different stakeholders influence the success of e-governance, the factors that motivate
an individual to use e-services, and the relationship of external and internal factors
that affects the individual’s choice of services. This paper also discusses the factors
that make people to choose sub optimal solutions and in turn effects on the usage of e-services. This paper concludes with the recommendations based on the insights
derived
