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Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation

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  • Bikram Biswas
  • Sajib Kumar Roy

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

Suggested Citation

  • Bikram Biswas & Sajib Kumar Roy, 2020. "Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation," PLOS ONE, Public Library of Science, vol. 15(12), pages 1-14, December.
    • Handle: RePEc:plo:pone00:0244609
    DOI: 10.1371/journal.pone.0244609
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    References listed on IDEAS

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    1. William H. DeLone & Ephraim R. McLean, 1992. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, INFORMS, vol. 3(1), pages 60-95, March.
    2. Marthinus C Breitenbach, 2013. "Telecentres for sustainable rural development: Review and case study of a South African rural telecentre," Development Southern Africa, Taylor & Francis Journals, vol. 30(2), pages 262-278, June.
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    1. José Fernando Romero-Subia & Juan Antonio Jimber-del Rio & María Salomé Ochoa-Rico & Arnaldo Vergara-Romero, 2022. "Analysis of Citizen Satisfaction in Municipal Services," Economies, MDPI, vol. 10(9), pages 1-24, September.

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