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Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation
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. Theo...
Autores principales: | , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Public Library of Science
2020
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7769423/ https://www.ncbi.nlm.nih.gov/pubmed/33370421 http://dx.doi.org/10.1371/journal.pone.0244609 |
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author | Biswas, Bikram Roy, Sajib Kumar |
author_facet | Biswas, Bikram Roy, Sajib Kumar |
author_sort | Biswas, Bikram |
collection | PubMed |
description | 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. |
format | Online Article Text |
id | pubmed-7769423 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2020 |
publisher | Public Library of Science |
record_format | MEDLINE/PubMed |
spelling | pubmed-77694232021-01-08 Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation Biswas, Bikram Roy, Sajib Kumar PLoS One Research Article 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. Public Library of Science 2020-12-28 /pmc/articles/PMC7769423/ /pubmed/33370421 http://dx.doi.org/10.1371/journal.pone.0244609 Text en © 2020 Biswas, Roy http://creativecommons.org/licenses/by/4.0/ This is an open access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) , which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. |
spellingShingle | Research Article Biswas, Bikram Roy, Sajib Kumar Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation |
title | Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation |
title_full | Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation |
title_fullStr | Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation |
title_full_unstemmed | Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation |
title_short | Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation |
title_sort | service quality, satisfaction and intention to use union digital center in bangladesh: the moderating effect of citizen participation |
topic | Research Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7769423/ https://www.ncbi.nlm.nih.gov/pubmed/33370421 http://dx.doi.org/10.1371/journal.pone.0244609 |
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