Assessment of digital services and public administration information systems: in the Case of Banglagesh

Md Anas

Bakalářská práce

Abstract:

This study investigates the determinants of electronic government (e-government) adoption in Bangladesh, examining why digital public services remain significantly underutilized despite substantial national investment exceeding BDT 50 billion in digital infrastructure. Drawing on an integrated theoretical framework that combines the Unified Theory of Acceptance and Use of Technology (UTAUT), the DeLone and McLean Information Systems Success Model, and Institutional Trust Theory, the study analyses survey data collected from 492 respondents — comprising 345 citizens and 147 public administration employees — across Bangladesh's eight administrative divisions between December 2025 and March 2026. The data were analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM), supplemented by Multi-Group Analysis (MGA), mediation analysis, and Importance-Performance Matrix Analysis (IPMA). The measurement model demonstrated excellent psychometric properties across all nine constructs, with Cronbach's alpha values ranging from 0.916 to 0.966, Average Variance Extracted (AVE) values between 0.829 and 0.882, and all Heterotrait-Monotrait (HTMT) ratios below the conservative threshold of 0.85, confirming reliable and valid measurement instruments. The structural model explained 52.4% of variance in Behavioral Intention, 45.8% in Trust in Government, and 35.5% in Performance Expectancy. Contrary to standard UTAUT findings where Performance Expectancy dominates, Trust in Government emerged as the strongest predictor of Behavioral Intention (β = 0.250), reflecting Bangladesh's low institutional trust context. Among the three service quality dimensions, Information Quality exerted the most powerful effect on Trust in Government (β = 0.381), more than twice the effect of System Quality (β = 0.146). Mediation analysis confirmed that Trust in Government partially mediates all three quality–intention pathways, with an average Variance Accounted For (VAF) of 52.4%. Multi-group analysis revealed that the Trust–Intention relationship is significantly stronger for citizens (β = 0.296) than for employees (β = 0.110), confirming structurally distinct adoption mechanisms across stakeholder groups. IPMA identified Trust in Government as the sole construct combining high importance with critically low performance (47.8/100), designating it as the highest-priority intervention target. 6 The findings contribute to e-government adoption theory by demonstrating the contextual contingency of UTAUT's predictor hierarchy in low-trust institutional environments and provide evidence-based recommendations for Bangladesh's digital governance reform agenda.

Keywords

public administration information systems, E-government adoption, Trust in Government

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 18. 3. 2026

Obhajoba závěrečné práce

• Vedoucí: Ing. Martin Lukáš, Ph.D.
• Oponent: Martin Havránek, Ph.D.

Česká zemědělská univerzita v Praze

Provozně ekonomická fakulta

Bakalářský studijní program:
Informatics