Union Digital Centers (UDCs) in Bangladesh

Abstract

The aim of this book is to measure the service quality based on satisfaction by adopting citizen participation as a moderator. This book is titled on “Union Digital Centers (UDCs) in Bangladesh: Service Quality, Citizen Participation and Satisfaction”. There are few studies have conducted on this topic in Bangladesh to empirically apprise the service quality, satisfaction and use intention of Union Digital Centers. Theoretically, this study used D&M IS success model. In the context of Bangladesh, the existing study are mostly qualitative and the relationship between service quality, satisfaction and intention to use UDC has not been tested. This research adopted the D&M IS model to measure and tested the service quality on the based on satisfaction and use intention. A structured questionnaire method was conducted and date collected from 499 respondents all over the country in Bangladesh. The data was analyzed by using the technique of Partial Least Square (PLS), this a statistical method that are based on Structure Equation Modeling (SEM). The result of this study showed the information quality, system quality and service quality (p<0.05) of UDC effects citizen satisfaction effectively where the moderator of citizen participation also significant. This paper constructs based on 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 of service quality should be modify, develop the administrative system and citizen should be encouraging to participate in the all aspects of services.