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

Bikram Biswas and Sajib Kumar Roy

PLOS ONE, 2020, vol. 15, issue 12, 1-14

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

Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:plo:pone00:0244609

DOI: 10.1371/journal.pone.0244609

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