E-service delivery experience of birth registration applicants: a case study of Dhaka north city corporation (DNCC)

Abstract

The study examines the e-service delivery experience of birth registration applicants at Dhaka North City Corporation (DNCC) through the Birth Registration Information System (BRIS). It evaluates accessibility, user-friendliness, data availability, processing time, employee collaboration, and service quality using the SERVQUAL model (reliability, responsiveness, assurance, empathy, and tangibility), along with the Technology Acceptance Model (TAM). Using a mixed-methods approach, the study collected quantitative data from 100 applicants and analyzed it using SPSS through descriptive statistics, reliability testing, correlation, and regression analysis. The findings indicate that most users found BRIS relatively easy to access and use. Reliability, responsiveness, and assurance were positively associated with customer satisfaction. However, users reported challenges including paperwork, technical failures, poor internet connectivity, and service delays. The study recommends improving administrative efficiency, technological infrastructure, digital literacy, and organizational coordination to enhance the quality of digital birth registration services. It also provides policy recommendations for developing citizen-centric e-government services and supporting the goals of Smart Bangladesh Vision 2041.