Abstract

E-governance implementation demands simultaneous transformation of government employees and citizen experience, yet most studies examine only one stakeholder group using a single method. This study investigates change management antecedents and outcomes of e-governance in Tamil Nadu from both perspectives, identifying the conditions associated with employee perceptions of change success and citizen satisfaction. Two independently collected surveys are analysed: a Government Employee Survey (n = 412) covering 83 items across 16 constructs and a General Public Survey (n = 407) covering 41 items across 4 constructs. PLS-SEM, fuzzy-set Qualitative Comparative Analysis (fsQCA) with negated-outcome analysis, and Importance-Performance Map Analysis (IPMA) are applied separately to each dataset. Nine hypothesis families comprising fifteen directional structural paths are tested. All analyses use a fully reproducible, open-source analysis pipeline (5,000 bootstrap resamples); the complete code, outputs, and audit trail are provided as supplementary material. Results. Eleven of the fifteen hypothesised paths are supported; two are non-significant (Change Acceptance ? Perceptions of Change Success; Communication Perception ? Citizen Satisfaction); and two are statistically significant in the direction opposite to that hypothesised (Communication ? Cynicism; Perceptions of Change Success ? Challenges), which were reported as contrary-direction findings and interpreted with caution. Views about Change is the strongest predictor of Change Acceptance (ß = 0.801), although a high HTMT ratio between the two constructs (0.917) qualifies this result. Perceptions of Change Success are strongly associated with post-implementation job satisfaction and e-governance impact perceptions. Change Acceptance does not independently predict Change Success when Commitment is controlled. Structural Support records the lowest institutional performance score on the employee side (65.5/100) and reverse-coded cynicism the lowest overall (40.0/100). For citizens, Benefits Outcomes is the only significant direct predictor of Citizen Satisfaction of the two candidate antecedents tested, while Communication Perception has no direct effect; a clearly labelled post-hoc mediation analysis indicates its association with satisfaction operates entirely through Benefits Outcomes. The evidence suggests that departments should cultivate positive dispositional orientations before implementation, invest in Structural Support, and address cynicism through participatory co-design. For citizens, improving accessibility, speed, and transparency appears to be the most promising lever among those measured for raising satisfaction. The findings are consistent with the proposition that dispositional readiness, institutional enablement, and substantive service delivery are jointly important to e-governance success. The negated fsQCA configurations indicate that psychological readiness alone does not compensate for absent institutional enablement, and that communication without delivery is associated with citizen dissatisfaction. Because the study is cross-sectional and single-source, these results are theory-guided associations rather than the causal effects demonstrated.

Authors

S.K. Prabakar
University of Madras, India

Keywords

E-governance, Partial Least Squares Structural Equation Modelling, Fuzzy-set Qualitative Comparative Analysis, Importance-Performance Map Analysis, Tamil Nadu