Factors Influencing Behavioural Intention To Use DigiLocker Among Users In Mangaluru City: An Extended Technology Acceptance Model Approach

Purpose: The factors influencing behavioural intention to use (BIU) were examined in this study. DigiLocker, a digital storage platform offered by the Indian government, among individuals in Mangaluru City. This study explored crucial constructs, including Perceived Usefulness (PU), Perceived Ease of Use (PEOU), self-efficacy (SE), and Social Influence (SI), to ascertain their effects on users' adoption intentions. Design/methodology/approach: A survey-based quantitative methodology encompassing 200 DigiLocker users in Mangaluru was employed. Structural Equation Modelling (SEM) was utilised to analyse the relationships among PU, PEOU, SE, SI, and BIU within the Technology Acceptance Model (TAM) framework. Findings: The results show that all four factors PU, PEOU, SE, and SI significantly influenced BIU. PU emerged as the most robust predictor, demonstrating that users valued the platform's perceived benefits. PEOU also significantly impacted BIU, albeit to a lesser extent than PU, suggesting that ease of use is an essential but secondary motivator. SE significantly contributes to BIU, indicating that users' confidence in their digital abilities fosters their adoption. While significant, SI exhibits a moderate influence on BIU, implying that social endorsements are less critical than individual perceptions of utility and usability. Practical implications: The findings indicate that DigiLocker developers and policymakers should prioritise enhancing the platform's practical benefits and user-friendliness to facilitate broader adoption. Furthermore, the provision of support resources could potentially augment user self-efficacy, aligning with the user requirements for competence and confidence in utilising digital platforms. Originality/value: This study contributes to digital adoption literature by examining DigiLocker acceptance in an urban Indian context, providing insights for policymakers regarding the significance of practical benefits over social factors in technology adoption. Type of the paper: Original Article