International Journal of Advanced Culture Technology Vol.7 No.1 128-132 (2019) DOI 10.17703/IJACT.2019.7.1.128 Examining DeLone and McLean Model for Online Public Grievance Redressal System of Nepal KC Pramod , Deuk J. Bae* Department of Global Public Administration, Yonsei University E-mail: kcpramod7@gmail.com, dbae@yonsei.ac.kr Abstract This paper is to explore the success factors of the online public grievance redressal system in the Nepal. It empirically tests the conceptual path model developed by DeLone and McLean which consists of six social perception variables with regard to citizen's intention to use the system. The estimates from 577 respondents support all the 13 hypotheses generated from D&L model. People's attitude and social norms are the two most important factors on the continuous usage of the system. It is suggested that the social factors are as much important as technological aspects when it comes to the e-government implementation. It is also suggested that the government should pay more attention to human factors in upgrading the design and development of e-grievance system in the foreseeable future. Keywords: Online public grievance redressal system, Hello Sarkar, E-government adoption, DeLone and McLean model, Nepal 1. Introduction Online public grievance redressal system is an e-government initiated program that addresses the grievances, complaints, or issues of the citizen’s being challenged in daily life. Government of Nepal, launched the online redressal system under prime minister’s office called ‘Hello Sarkar” in 2011. It was designed to make the ministries and agencies more transparent and accountable for public service delivery, for slow bureaucratic process and prevalent corruption are the main sources of complaints. Hello Sarkar helps citizens online by leading them to the responsible organization that handles their particular concern. The aim of this study is to analyze the success factors of Hello Sarkar from the viewpoint of the citizens who are using the system to lodge grievances online. Several literature [1] [2] have examined various e-government systems, nevertheless few research has not yet measured the success of e-grievance system in Nepal. This study employs DeLeon & McLean's model to empirically explore the success factors, for it's validity has been tested by many of previous studies [3]. They build the paths model about information system success, but theirs’s is a conceptual one drawn from their experience and induction. This study is to empirically test it to find out what are the key factors of citizen's intention to use Hello Sarkar. The empirical findings of this study will serve the better design and operation of electronic grievance system in Nepal and around the world. IJACT 19-3-19 Manuscript received: January 24, 2019 / revised: February 10, 2019 / Accepted: February 26, 2019 Corresponding Author: dbae@yonsei.ac.kr Tel: +82-10-2576-5708 Dept. of Global Public administration, Yonsei University