IDEAS home Printed from https://ideas.repec.org/a/plo/pone00/0244609.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0244609
    Download Restriction: no
    File URL: https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0244609&type=printable
    Download Restriction: no
    File URL: https://libkey.io/10.1371/journal.pone.0244609?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Philippe Cohard, 2020. "Information Systems Values: A Study of the Intranet in Three French Higher Education Institutions," Post-Print hal-02987225, HAL.
    2. Yan Zhang & Ciaran B. Trace, 2022. "The quality of health and wellness self‐tracking data: A consumer perspective," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 73(6), pages 879-891, June.
    3. Abdesamad Zouine & Pierre Fenies, 2014. "The Critical Success Factors Of The ERP System Project: A Meta-Analysis Methodology," Post-Print hal-01419785, HAL.
    4. Chen-Yuan Chen & Bih-Yaw Shih & Shih-Hsien Yu, 2012. "Disaster prevention and reduction for exploring teachers’ technology acceptance using a virtual reality system and partial least squares techniques," Natural Hazards: Journal of the International Society for the Prevention and Mitigation of Natural Hazards, Springer;International Society for the Prevention and Mitigation of Natural Hazards, vol. 62(3), pages 1217-1231, July.
    5. Yoonsun Oh & Jungsuk Oh, 2017. "A critical incident approach to consumer response in the smartphone market: product, service and contents," Information Systems and e-Business Management, Springer, vol. 15(3), pages 577-597, August.
    6. Blackburn, Nivea & Brown, Judy & Dillard, Jesse & Hooper, Val, 2014. "A dialogical framing of AIS–SEA design," International Journal of Accounting Information Systems, Elsevier, vol. 15(2), pages 83-101.
    7. Sanghyun Kim & Bora Kim & Minsoo Seo, 2020. "Impacts of Sustainable Information Technology Capabilities on Information Security Assimilation: The Moderating Effects of Policy—Technology Balance," Sustainability, MDPI, vol. 12(15), pages 1-24, July.
    8. Jung Lee & Jae-Nam Lee & Bernard C. Y. Tan, 2015. "Antecedents of cognitive trust and affective distrust and their mediating roles in building customer loyalty," Information Systems Frontiers, Springer, vol. 17(1), pages 159-175, February.
    9. Mujahid Mohiuddin Babu & Panuel Rozario Prince, 2011. "Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 14-24, September.
    10. Dehghani, Milad & William Kennedy, Ryan & Mashatan, Atefeh & Rese, Alexandra & Karavidas, Dionysios, 2022. "High interest, low adoption. A mixed-method investigation into the factors influencing organisational adoption of blockchain technology," Journal of Business Research, Elsevier, vol. 149(C), pages 393-411.
    11. Siti Salwa Mohd Ishak & Sidney Newton, 2018. "Testing a Model of User Resistance Towards Technology Adoption in Construction Organizations," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 15(06), pages 1-27, December.
    12. Ilham Hidayah Napitupulu, 2023. "Internal Control, Manager’s Competency, Management Accounting Information Systems and Good Corporate Governance: Evidence from Rural Banks in Indonesia," Global Business Review, International Management Institute, vol. 24(3), pages 563-585, June.
    13. Queiroz, Maciel M. & Fosso Wamba, Samuel, 2019. "Blockchain adoption challenges in supply chain: An empirical investigation of the main drivers in India and the USA," International Journal of Information Management, Elsevier, vol. 46(C), pages 70-82.
    14. Jong Uk Kim & Rajiv Kishore, 2019. "Do we Fully Understand Information Systems Failure? An Exploratory Study of the Cognitive Schema of IS Professionals," Information Systems Frontiers, Springer, vol. 21(6), pages 1385-1419, December.
    15. Morteza Ghobakhloo & Masood Fathi, 2019. "Modeling the Success of Application-Based Mobile Banking," Economies, MDPI, vol. 7(4), pages 1-21, November.
    16. Nicolas Jullien, 2012. "What We Know About Wikipedia: A Review of the Literature Analyzing the Project(s)," Post-Print hal-00857208, HAL.
    17. Younès Boughzala & Inès Bouzid & Imed Boughzala, 2012. "Les déterminants de l'adoption de l'e-achat public en France : une étude qualitative auprès des praticiens," Post-Print hal-02408949, HAL.
    18. Teng, James TC & Fiedler, Kirk D & Grover, Varun, 1998. "An exploratory study of the influence of the IS function and organizational context on business process reengineering project initiatives," Omega, Elsevier, vol. 26(6), pages 679-698, December.
    19. Nurlia Dewi & Willy Abdillah & Muhartini Salim & Slamet Widodo, 2021. "The Role of Leadership in Implementation Public Information System of Local Government Institutions in Indonesia," International Review of Management and Marketing, Econjournals, vol. 11(6), pages 1-9.
    20. Stephanie Medlock & Juliette L Parlevliet & Danielle Sent & Saeid Eslami & Marjan Askari & Derk L Arts & Joost B Hoekstra & Sophia E de Rooij & Ameen Abu-Hanna, 2017. "An email-based intervention to improve the number and timeliness of letters sent from the hospital outpatient clinic to the general practitioner: A pair-randomized controlled trial," PLOS ONE, Public Library of Science, vol. 12(10), pages 1-13, October.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:plo:pone00:0244609. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: plosone (email available below). General contact details of provider: https://journals.plos.org/plosone/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.