Government Services and Channel Choice: An Empirical Investigation of the Factors Influencing Channel Choice in the Southern Metropolitan Cities of India

India is a diverse country with varying demographic characteristics, different people tend to choose different channels to avail government services. With the varying preferences among the public multi-channel management thus has become one of the critical aspects of public service delivery. The channels such as traditional, electronic, and mobile government (MG) services are mainly used in delivering the services. In this direction, the study analysed the critical determinants impacting channel use and channel satisfaction for which primary data has been collected using a questionnaire survey (391 responses). The results of ordinal logistic regression indicated the significance of demographic factors viz. gender, education and income on channel use and satisfaction. Further age was found to have a critical influence on MG use. Further, the attitudinal dimensions (ease of use, usefulness), transparency, internet access and new technology acceptance were having a significant influence on both indicators of channel choice (use and satisfaction) especially stronger towards MG services. The discussions and implications both from theoretical and managerial perspectives are laid down accordingly based on the results in the paper.