Abstract
This paper examines the service quality, satisfaction and intention to use Union Digital Center (UDC) in Bangladesh: The moderating effect of citizen participation. The study intends to measure the quality of service on the basis of satisfaction by adopting citizen participation as a moderator. Theoretically this study has used DeLone & McLean Information Systems (D&M IS) Success Model. The existing studies of Bangladesh are mostly qualitative and the correlation between the quality of service, satisfaction, and desire for using UDC has not verified. This research has adopted the D&M IS model while measuring and verifying the service quality based on satisfaction and use intention. A structured questionnaire method was used and data collected from 499 respondents from 10 UDC of 10 upazila under 8 divisions in Bangladesh. Partial Least Square (PLS), a statistical method that emerged on the basis of Structure Equation Modeling (SEM), technique has been used while analyzing the data. The result of this study has showed the quality (p<0.05) of information, system and service of UDC affects citizen satisfaction effectively where the moderator of citizen participation is also significant. This paper has constructed on the basis of a model and empirical data to verify the moderating effects of citizen participation. To ensure the improvement of service quality of UDC all of the dimensions related to the quality of service should be modified, develop the administrative system and citizen should be encouraging to participate in all aspects of services.
Highlights
Nowadays, Information and Communication Technologies (ICTs) are accepted as a powerful tool for the development of the socio-economic condition
The results indicate that the dimensions of the system quality that service Quality (SQ), and Information Quality (IQ) of the DeLone & McLean Information Systems (D&M IS) model could perform well in the field of e-government
This study verified the pertinence of the SQ dimensions of the D&M IS model regarding Union Digital Center (UDC) in Bangladesh and followed the normative empirical research method that might be effective for further studies
Summary
Information and Communication Technologies (ICTs) are accepted as a powerful tool for the development of the socio-economic condition. Bangladesh started implementing Union Information and Service centers (UISCs) from 2010 for bringing public services to the door-step of grassroots and establishing transparency and accountability to them. The UISCs were renamed as Union Digital Centers (UDCs) in 2014. Through public-private-partnership, UDCs were expanded in 4554 unions around the country as a one-stop service center.
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