Assessing Customer Satisfaction in the Adoption of E-Governance Services in Mizoram

This research endeavors to evaluate customer satisfaction towards e-governance services provided inMizoram and the significance of accessibility, quality of service, digital literacy, and awareness incitizens. Although e-governance is largely used, issues such as poor internet connectivity, poorinfrastructure, and unawareness empower its nonusability, particularly in rural regions. The studyemploys both primary and secondary data to measure these factors and their impact on citizens'perception of e-governance services. 100 participants from urban and rural areas of Mizoram will beprovided with structured questionnaires with stratified random sampling. The collected data will beanalyzed using descriptive statistics so that the trend of satisfaction and points of improvement could bedetermined. Apart from this, existing literature on past studies carried out on e-governance and customersatisfaction will be used to provide background and context to the analysis. The results will strive toprovide pertinent information for improving delivery of e-governance services and customer satisfactionin general in the state.