User Acceptance of New Technology in Mandatory Adoption Scenario for Food Distribution in India

Ubiquitous utilization of information and communication technologies (ICTs) has led the governments of various countries to use ICTs in public administration and social welfare initiatives. Direct use of e-governance technology by citizens in developing countries is hindered by lack of training, education and infrastructure. This makes it inevitable to employ intermediary users who can bridge this gap between technology use and beneficiaries. Analyzing the technology adoption behavior of intermediaries could help policy makers and designers of e-governance technologies to create devices, processes and training programs that target the factors that inhibit as well as encourage the use of ICTs among technology users. We study the effect of technology characteristics and users’ internal traits on technology satisfaction of intermediaries who are mandated by the government to use android tablets in order to provide efficient services to end-users in the Indian food security supply chain. We further translate the results into tangible recommendations in context of infrastructure, users’ traits, business performance, and technology and policy design. The research model proposes that certain technology characteristics (screen design, technology relevance and terminology) and users’ internal traits (resistance to change, technology anxiety, trust in internet and result demonstrability) influence their technology satisfaction, either directly or indirectly through UTAUT constructs. Results indicated that resistance to change, technology anxiety, trust in internet, screen design and terminology had an impact on ICT users’ technology adoption behavior. Result demonstrability and technology relevance were found to have no effect on technology satisfaction in case of mandatory use.