Assessing Citizen Use Behavior of Digital Land Services in Bangladesh: The Mediating Role of Public Trust and Satisfaction

This study assesses the factors affecting citizen behavior toward using Digital Land Services (DLS) in Bangladesh. The study is basically cross-sectional quantitative research using the survey method based on a structured questionnaire. The data collected from 448 primary users of DLS were considered for the analysis, where the Structural Equation Modeling (SEM), run by Smart-PLS and M-plus, was used for testing the research model containing several hypotheses. This study reveals that Service Quality (SQ) significantly impacts Public Trust (PUBT) and Satisfaction (SAT), and PUBT and SAT directly influence Use Behavior (USEB). The mediation analysis furthermore highlights that PUBT and SAT as important mediators between SQ and USEB. Total effects analysis underscores SQ, PUBT, and SAT as the most influential constructs in determining the USEB of DLS service recipients in Bangladesh. This study introduces a novel research model aimed at understanding citizen use behavior of DLS, which is one of the pioneering works to combine a service quality model with satisfaction and public trust. Moreover, it marks the first instance in the e-service domain to utilize public trust as a mediator alongside satisfaction.