Performance evaluation of e-service delivery of union digital centers at the local level using composite indexing method: A study of Batiaghata upazilla in Khulna district

Abstract

Bangladesh is a developing country such a huge population, most of whom reside in rural areas. All around the country, Union Digital Centers (UDCs) have been established to offer public and private e-services to all inhabitants. It seems appropriate to do study on assessing the performance of e-service delivery after a number of years have passed since the founding of the UDCs. The study area has been determined to be the Batiaghata union and Jalma union under the Batiaghata Upazilla. This study tried to evaluate the performance of e-service delivery of UDCs and compare the performance of e-services of Jalma union and Batiaghata union of Batiaghata Upazilla. Three major components such as service functionality, availability and, quality and efficiency have been considered in this study. To evaluate the performance of delivery of electronic services of these centers, the Composite Indexing Method was used. The results showed that e-services of both unions are virtually as effective and of moderate quality. There was a striking contrast between the two unions when the availability aspect of e-service delivery was taken into account (about 48.96% in Jalma UDC and 38.70% in Batiaghata UDC). On the other hand, both unions’ scores for service functionality were the lowest amount in practical. Overall, e-service functions of Jalma Union Digital Center were comparatively better than those of Batiaghata Union Digital Center which is 47.03% and 37.5% respectively. The study also suggested that the UDCs of two unions’ current e-service delivery scenario strongly need to future advancement in the provision of creative services based on the requirement for upgradeable technological knowledge in the most satisfactory manners.