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

Abstract

This study describes how, as part of the administrative reform of Bangladesh, most of the urban local governments have set up some public service center like Pourasava Digital Center (PDC), where ICT (Information and Communication Technology) has been commonly applied to make e-services more convenient, efficient and transparent. The current study measures the Service Quality Satisfaction and Continuous Use Intention to use Pourasava Digital Center (PDC) in Bangladesh by adopting citizen participation as a moderator. Theoretically, this study has used the DeLone & McLean Information Systems (D&M IS) Success Model and Zhang’s two-dimensional satisfaction model. However, most of the existing studies in Bangladesh are qualitative, and the relationship between service quality and citizen satisfaction has not been tested. A survey was conducted based on a structured questionnaire method and data collected from 332 respondents from 05 PDC and applying structural equation modelling in AMOS software while analyzing the data. The empirical results showed that the data fit the model. The finding of this study is that information quality affects specific satisfaction but not accumulative satisfaction, and specific satisfaction might not lead to accumulative satisfaction. One of the worthy findings of this study is that citizen satisfaction is highly dependent on system quality and service quality rather than information quality. The continuous use intention of the citizen is not based on specific satisfaction but significantly depends on accumulative satisfaction. To ensure the improvement of PDC’s service quality, all dimensions related to the quality of service should be modified, and the administrative system and citizens should be encouraged to participate in all aspects of services.