Users' Perception and Satisfaction in Public Service Delivery through Union Digital Canters in Bangladesh: A Case Study on Gobra, Gopalganj Areas

Abstract

This study intends to assess users' perceptions and satisfaction by reviewing and analyzing how the government delivers information and services to rural citizens through Union Digital Centers (UDCs). The era of information and communication technology (ICT) has brought about a great deal of change by playing a crucial role in the provision of governmental services. In order to strengthen local government systems and ensure that e-services are available at the doorsteps of the public, the government has taken a novel step with the Union Digital Center (UDC). Union digital centers are brand-new onestop service locations that are open in all 4,554 Union Parishad locations across the nation. The current Bangladeshi administration is aware of this and has established an ICT-based Union Digital Center. The present government of Bangladesh has realized this fact of ICT and has introduced ICT based Union Digital Centre (UDC), district and upazila web portals to provide quicker and smoother services to the people for creating “Digital Bangladesh”. Both qualitative and quantitative research methodologies were used in this study. Data were collected via a questionnaire from a purposive, quota-based sample drawn from the population of both service providers and receivers in Bangladesh who work for UDCs. In order to ensure good service delivery, it is advised that efforts be made to raise awareness and provide training and improve condition of offices. Although this study's and my research report's conclusions have substantial limitations, they also give me ideas for further investigation.