Dynamics of citizens’ satisfaction on e-service delivery in local government institutions (Union Parishad) in Bangladesh

Jannatul Ferdous; Md. Foyjul Islam; Rajib Chandra Das

doi:10.35782/JCPP.2022.2.08

Jannatul Ferdous Assistant Professor, Department of Public Administration, Comilla University, Cumilla-3506, Bangladesh
Md. Foyjul Islam Lecturer, Department of Public Administration, Comilla University, Cumilla-3506, Bangladesh
Rajib Chandra Das MSS Student, Department of Public Administration, Comilla University, Cumilla-3506, Bangladesh

DOI: https://doi.org/10.35782/JCPP.2022.2.08

Keywords: E-Government, Citizen’s Satisfaction, E-service delivery, Union Parishad, Bangladesh

Abstract

The necessity for modernizing the public sector is repeatedly driven by a need to make public service delivery more effective and responsive to citizens’ aspirations. In this regard, Information and Communication Technology (ICT) is considered an efficient instrument for delivering better service delivery to citizens. Innovative uses of ICTs in Bangladesh also deal with new modes of providing information and various public services to allow citizens’ accessibility through local government institutions. Better performances in public services may generate satisfied clients, which will in turn enhance satisfaction in government and more trust in local institutions. This paper maps perceptions of citizens as regards e-service delivery performance and citizens’ satisfaction with local government institutions.