PONE-D-23-34691An Empirical study of Service Quality and Satisfaction of Pourasava Digital Center (PDC) in Bangladesh: The Moderating Effect of Citizen ParticipationPLOS ONE

Dear Dr. Biswas,

Thank you for submitting your manuscript to PLOS ONE. After careful consideration, we feel that it has merit but does not fully meet PLOS ONE’s publication criteria as it currently stands. Therefore, we invite you to submit a revised version of the manuscript that addresses the points raised during the review process.

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We look forward to receiving your revised manuscript.

Kind regards,

Zhiyuan Yu

Academic Editor

PLOS ONE

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Additional Editor Comments:

Both the reviewers proposed some major concerns. Please carefully address those issues.

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Reviewers' comments:

Reviewer's Responses to Questions

Comments to the Author

1. Is the manuscript technically sound, and do the data support the conclusions?

The manuscript must describe a technically sound piece of scientific research with data that supports the conclusions. Experiments must have been conducted rigorously, with appropriate controls, replication, and sample sizes. The conclusions must be drawn appropriately based on the data presented.

Reviewer #1: Yes

Reviewer #2: Yes

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2. Has the statistical analysis been performed appropriately and rigorously?

Reviewer #1: Yes

Reviewer #2: Yes

**********

3. Have the authors made all data underlying the findings in their manuscript fully available?

The PLOS Data policy requires authors to make all data underlying the findings described in their manuscript fully available without restriction, with rare exception (please refer to the Data Availability Statement in the manuscript PDF file). The data should be provided as part of the manuscript or its supporting information, or deposited to a public repository. For example, in addition to summary statistics, the data points behind means, medians and variance measures should be available. If there are restrictions on publicly sharing data—e.g. participant privacy or use of data from a third party—those must be specified.

Reviewer #1: Yes

Reviewer #2: Yes

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4. Is the manuscript presented in an intelligible fashion and written in standard English?

PLOS ONE does not copyedit accepted manuscripts, so the language in submitted articles must be clear, correct, and unambiguous. Any typographical or grammatical errors should be corrected at revision, so please note any specific errors here.

Reviewer #1: Yes

Reviewer #2: No

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5. Review Comments to the Author

Please use the space provided to explain your answers to the questions above. You may also include additional comments for the author, including concerns about dual publication, research ethics, or publication ethics. (Please upload your review as an attachment if it exceeds 20,000 characters)

Reviewer #1: In this paper, the author proposes a study of Service Quality and Satisfaction of Pourasava Digital Center (PDC) in Bangladesh. Overall, the paper demonstrates a solid understanding of the subject matter but could be improved by providing a clearer statement of the research problem in the introduction, a more critical analysis in the literature review, and a more detailed rationale for the hypotheses. These enhancements would contribute to a more robust and compelling research paper.

1. Introduction: The introduction sets the stage for the study but could benefit from a more detailed exposition of the research context. Specifically, the last paragraph lacks a clear articulation of the research gap that this study aims to address. Enhancing this section with a concise statement of the research problem and its significance would strengthen the foundation of the paper.

2. Literature Review: The literature review appears comprehensive but somewhat lacks critical analysis. The authors might consider not only summarizing existing studies but also critically evaluating them, highlighting contradictions or gaps in the literature. Additionally, providing clear explanations for the choice of constructs in the proposed model would be advantageous for the readers. This would better position their study within the existing body of knowledge and justify the need for their research.

3. Theoretical Framework and Hypotheses Development: The theoretical framework is well-constructed, integrating relevant theories effectively. However, the development of hypotheses seems to be more descriptive & brief than analytical & comprehensive. It would be beneficial to provide a more in-depth rationale for each hypothesis, linking them more explicitly to the theoretical framework. This would enhance the reader's understanding of how the hypotheses are grounded in the theory.

4. Statistical Analysis: The statistical analysis is comprehensive, but the interpretation of some model fit indices (e.g., RMSEA of .149) (mentioned in Section 5.3 Hypotheses Testing) suggests potential issues with model fit. A RMSEA value of .149 is generally considered high, indicating a poor fit. The authors should address this in their discussion, considering either model re-specification or providing a rationale for the acceptance of these fit indices. Additionally, the rationale behind accepting or rejecting specific hypotheses should be clearly articulated, especially in cases where the results are marginal or counterintuitive. The following information may be helpful for the authors:

� RMSEA ≤ 0.05: Indicates a close fit of the model in relation to the degrees of freedom.

� RMSEA between 0.05 and 0.08: Suggests a reasonable error of approximation in the population.

� RMSEA between 0.08 and 0.10: Represents a mediocre fit.

� RMSEA > 0.10: Is considered a poor fit.

5. Discussion: The discussion effectively connects study results with previous research, but it could benefit from deeper analysis of why certain hypotheses were not supported. Specifically, exploring potential reasons for the unexpected findings (e.g., H1a, H3a, H7) would provide a more comprehensive understanding and contribute to the field's knowledge.

6. Research Implications: The implications are broadly stated but lack specificity in how the findings can be practically applied. Detailing concrete steps for PDC improvement based on the study's results would enhance the practical utility of the research.

while the paper offers valuable insights into the Service Quality and Satisfaction at PDC in Bangladesh, refining its research problem articulation, deepening analytical rigor, and addressing statistical concerns will significantly enhance its scholarly and practical contributions.

Reviewer #2: Dear author although topic of research is interesting how need improvements for example scope of this study is limited to one country, why you do not add other countries studies conducted in same region and enhance scope of your research for example "Investigating the role of diffusion of innovation theory in determining citizen’s intention towards adoption of e-government services" this study is also conducted in south Asia context and relevant to discuss

Improvements are required in your methodology section information regarding research paradigm is missing it is highly recommended to design your research under a specific research paradigm and you may grab this information through "Research design and methods: A systematic review of research paradigms, sampling issues and instruments development" similarly support scale adoption with latest research "Integration of DeLone and McLean and self-determination theory in internet banking continuance intention context" for information and system quality scale.

you are requested to improve research conclusion it is too short and not justifiable

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Reviewer #1: Yes: Dr. Imdadullah Hidayat-ur-Rehman

Reviewer #2: Yes: SAMAR RAHI

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Attachments

Attachment

Submitted filename: Comments to the Author.docx

PONE-D-23-34691R1An Empirical study of Service Quality and Satisfaction of Pourasava Digital Center (PDC) in Bangladesh: The Moderating Effect of Citizen ParticipationPLOS ONE

Dear Dr. Nur Ullah,

Thank you for submitting your manuscript to PLOS ONE. After careful consideration, we feel that it has merit but does not fully meet PLOS ONE’s publication criteria as it currently stands. Therefore, we invite you to submit a revised version of the manuscript that addresses the points raised during the review process.

Please submit your revised manuscript by Apr 11 2024 11:59PM. If you will need more time than this to complete your revisions, please reply to this message or contact the journal office at plosone@plos.org. When you're ready to submit your revision, log on to https://www.editorialmanager.com/pone/ and select the 'Submissions Needing Revision' folder to locate your manuscript file.

Please include the following items when submitting your revised manuscript:

• A rebuttal letter that responds to each point raised by the academic editor and reviewer(s). You should upload this letter as a separate file labeled 'Response to Reviewers'.
• A marked-up copy of your manuscript that highlights changes made to the original version. You should upload this as a separate file labeled 'Revised Manuscript with Track Changes'.
• An unmarked version of your revised paper without tracked changes. You should upload this as a separate file labeled 'Manuscript'.

If you would like to make changes to your financial disclosure, please include your updated statement in your cover letter. Guidelines for resubmitting your figure files are available below the reviewer comments at the end of this letter.

If applicable, we recommend that you deposit your laboratory protocols in protocols.io to enhance the reproducibility of your results. Protocols.io assigns your protocol its own identifier (DOI) so that it can be cited independently in the future. For instructions see: https://journals.plos.org/plosone/s/submission-guidelines#loc-laboratory-protocols. Additionally, PLOS ONE offers an option for publishing peer-reviewed Lab Protocol articles, which describe protocols hosted on protocols.io. Read more information on sharing protocols at https://plos.org/protocols?utm_medium=editorial-email&utm_source=authorletters&utm_campaign=protocols.

We look forward to receiving your revised manuscript.

Kind regards,

Dr. Zhiyuan Yu

Academic Editor

PLOS ONE

Additional Editor Comments:

Before out for review, please carefully check the revised manuscript, which contains duplicate pieces for each document (total 213 pages are too large). Please remove the duplicate documents.

[Note: HTML markup is below. Please do not edit.]

[NOTE: If reviewer comments were submitted as an attachment file, they will be attached to this email and accessible via the submission site. Please log into your account, locate the manuscript record, and check for the action link "View Attachments". If this link does not appear, there are no attachment files.]

While revising your submission, please upload your figure files to the Preflight Analysis and Conversion Engine (PACE) digital diagnostic tool, https://pacev2.apexcovantage.com/. PACE helps ensure that figures meet PLOS requirements. To use PACE, you must first register as a user. Registration is free. Then, login and navigate to the UPLOAD tab, where you will find detailed instructions on how to use the tool. If you encounter any issues or have any questions when using PACE, please email PLOS at figures@plos.org. Please note that Supporting Information files do not need this step.

PONE-D-23-34691R2Service Quality, Satisfaction, and Intention to Use Pourasava Digital Center in Bangladesh: The Moderating Effect of Citizen ParticipationPLOS ONE

Dear Dr. Nur Ullah,

Thank you for submitting your manuscript to PLOS ONE. After careful consideration, we feel that it has merit but does not fully meet PLOS ONE’s publication criteria as it currently stands. Therefore, we invite you to submit a revised version of the manuscript that addresses the points raised during the review process.

Please submit your revised manuscript by May 06 2024 11:59PM. If you will need more time than this to complete your revisions, please reply to this message or contact the journal office at plosone@plos.org. When you're ready to submit your revision, log on to https://www.editorialmanager.com/pone/ and select the 'Submissions Needing Revision' folder to locate your manuscript file.

Please include the following items when submitting your revised manuscript:

• A rebuttal letter that responds to each point raised by the academic editor and reviewer(s). You should upload this letter as a separate file labeled 'Response to Reviewers'.
• A marked-up copy of your manuscript that highlights changes made to the original version. You should upload this as a separate file labeled 'Revised Manuscript with Track Changes'.
• An unmarked version of your revised paper without tracked changes. You should upload this as a separate file labeled 'Manuscript'.

If you would like to make changes to your financial disclosure, please include your updated statement in your cover letter. Guidelines for resubmitting your figure files are available below the reviewer comments at the end of this letter.

If applicable, we recommend that you deposit your laboratory protocols in protocols.io to enhance the reproducibility of your results. Protocols.io assigns your protocol its own identifier (DOI) so that it can be cited independently in the future. For instructions see: https://journals.plos.org/plosone/s/submission-guidelines#loc-laboratory-protocols. Additionally, PLOS ONE offers an option for publishing peer-reviewed Lab Protocol articles, which describe protocols hosted on protocols.io. Read more information on sharing protocols at https://plos.org/protocols?utm_medium=editorial-email&utm_source=authorletters&utm_campaign=protocols.

We look forward to receiving your revised manuscript.

Kind regards,

Dr. Zhiyuan Yu

Academic Editor

PLOS ONE

[Note: HTML markup is below. Please do not edit.]

Reviewers' comments:

Reviewer's Responses to Questions

Comments to the Author

1. If the authors have adequately addressed your comments raised in a previous round of review and you feel that this manuscript is now acceptable for publication, you may indicate that here to bypass the “Comments to the Author” section, enter your conflict of interest statement in the “Confidential to Editor” section, and submit your "Accept" recommendation.

Reviewer #1: All comments have been addressed

Reviewer #2: All comments have been addressed

**********

2. Is the manuscript technically sound, and do the data support the conclusions?

The manuscript must describe a technically sound piece of scientific research with data that supports the conclusions. Experiments must have been conducted rigorously, with appropriate controls, replication, and sample sizes. The conclusions must be drawn appropriately based on the data presented.

Reviewer #1: Yes

Reviewer #2: No

**********

3. Has the statistical analysis been performed appropriately and rigorously?

Reviewer #1: Yes

Reviewer #2: No

**********

4. Have the authors made all data underlying the findings in their manuscript fully available?

The PLOS Data policy requires authors to make all data underlying the findings described in their manuscript fully available without restriction, with rare exception (please refer to the Data Availability Statement in the manuscript PDF file). The data should be provided as part of the manuscript or its supporting information, or deposited to a public repository. For example, in addition to summary statistics, the data points behind means, medians and variance measures should be available. If there are restrictions on publicly sharing data—e.g. participant privacy or use of data from a third party—those must be specified.

Reviewer #1: Yes

Reviewer #2: No

**********

5. Is the manuscript presented in an intelligible fashion and written in standard English?

PLOS ONE does not copyedit accepted manuscripts, so the language in submitted articles must be clear, correct, and unambiguous. Any typographical or grammatical errors should be corrected at revision, so please note any specific errors here.

Reviewer #1: Yes

Reviewer #2: No

**********

6. Review Comments to the Author

Please use the space provided to explain your answers to the questions above. You may also include additional comments for the author, including concerns about dual publication, research ethics, or publication ethics. (Please upload your review as an attachment if it exceeds 20,000 characters)

Reviewer #1: (No Response)

Reviewer #2: Dear authors unfortunately you have not address issues raised by reviewer research paradigm information is still missing and even article is not structured accordingly

"Reviewer #2: Dear author although topic of research is interesting how need

improvements for example scope of this study is limited to one country, why you do not

add other countries studies conducted in same region and enhance scope of your

research for example "Investigating the role of diffusion of innovation theory in

determining citizen’s intention towards adoption of e-government services" this study is

also conducted in south Asia context and relevant to discuss

Improvements are required in your methodology section information regarding research

paradigm is missing it is highly recommended to design your research under a specific

research paradigm and you may grab this information through "Research design and

methods: A systematic review of research paradigms, sampling issues and instruments

development" similarly support scale adoption with latest research "Integration of

DeLone and McLean and self-determination theory in internet banking continuance

intention context" for information and system quality scale. you are requested to

improve research conclusion it is too short and not justifiable"

**********

7. PLOS authors have the option to publish the peer review history of their article (what does this mean?). If published, this will include your full peer review and any attached files.

If you choose “no”, your identity will remain anonymous but your review may still be made public.

Do you want your identity to be public for this peer review? For information about this choice, including consent withdrawal, please see our Privacy Policy.

Reviewer #1: Yes: Dr Imdadullah Hidayat-ur-Rehman

Reviewer #2: Yes: Samar Rahi

**********

[NOTE: If reviewer comments were submitted as an attachment file, they will be attached to this email and accessible via the submission site. Please log into your account, locate the manuscript record, and check for the action link "View Attachments". If this link does not appear, there are no attachment files.]

While revising your submission, please upload your figure files to the Preflight Analysis and Conversion Engine (PACE) digital diagnostic tool, https://pacev2.apexcovantage.com/. PACE helps ensure that figures meet PLOS requirements. To use PACE, you must first register as a user. Registration is free. Then, login and navigate to the UPLOAD tab, where you will find detailed instructions on how to use the tool. If you encounter any issues or have any questions when using PACE, please email PLOS at figures@plos.org. Please note that Supporting Information files do not need this step.

Service Quality, Satisfaction, and Intention to Use Pourasava Digital Center in Bangladesh: The Moderating Effect of Citizen Participation

PONE-D-23-34691R3

Dear Dr. Mohammad Nur Ullah,

We’re pleased to inform you that your manuscript has been judged scientifically suitable for publication and will be formally accepted for publication once it meets all outstanding technical requirements.

Within one week, you’ll receive an e-mail detailing the required amendments. When these have been addressed, you’ll receive a formal acceptance letter and your manuscript will be scheduled for publication.

An invoice will be generated when your article is formally accepted. Please note, if your institution has a publishing partnership with PLOS and your article meets the relevant criteria, all or part of your publication costs will be covered. Please make sure your user information is up-to-date by logging into Editorial Manager at Editorial Manager® and clicking the ‘Update My Information' link at the top of the page. If you have any questions relating to publication charges, please contact our Author Billing department directly at authorbilling@plos.org.

If your institution or institutions have a press office, please notify them about your upcoming paper to help maximize its impact. If they’ll be preparing press materials, please inform our press team as soon as possible -- no later than 48 hours after receiving the formal acceptance. Your manuscript will remain under strict press embargo until 2 pm Eastern Time on the date of publication. For more information, please contact onepress@plos.org.

Kind regards,

Dr. Zhiyuan Yu

Academic Editor

PLOS ONE

Additional Editor Comments (optional):

Reviewers' comments:

Reviewer's Responses to Questions

Comments to the Author

1. If the authors have adequately addressed your comments raised in a previous round of review and you feel that this manuscript is now acceptable for publication, you may indicate that here to bypass the “Comments to the Author” section, enter your conflict of interest statement in the “Confidential to Editor” section, and submit your "Accept" recommendation.

Reviewer #2: All comments have been addressed

**********

2. Is the manuscript technically sound, and do the data support the conclusions?

The manuscript must describe a technically sound piece of scientific research with data that supports the conclusions. Experiments must have been conducted rigorously, with appropriate controls, replication, and sample sizes. The conclusions must be drawn appropriately based on the data presented.

Reviewer #2: Yes

**********

3. Has the statistical analysis been performed appropriately and rigorously?

Reviewer #2: Yes

**********

4. Have the authors made all data underlying the findings in their manuscript fully available?

The PLOS Data policy requires authors to make all data underlying the findings described in their manuscript fully available without restriction, with rare exception (please refer to the Data Availability Statement in the manuscript PDF file). The data should be provided as part of the manuscript or its supporting information, or deposited to a public repository. For example, in addition to summary statistics, the data points behind means, medians and variance measures should be available. If there are restrictions on publicly sharing data—e.g. participant privacy or use of data from a third party—those must be specified.

Reviewer #2: Yes

**********

5. Is the manuscript presented in an intelligible fashion and written in standard English?

PLOS ONE does not copyedit accepted manuscripts, so the language in submitted articles must be clear, correct, and unambiguous. Any typographical or grammatical errors should be corrected at revision, so please note any specific errors here.

Reviewer #2: Yes

**********

6. Review Comments to the Author

Please use the space provided to explain your answers to the questions above. You may also include additional comments for the author, including concerns about dual publication, research ethics, or publication ethics. (Please upload your review as an attachment if it exceeds 20,000 characters)

Reviewer #2: Current changes are acceptable, author has shown efforts to improve manuscript, overall research methods are now clear, research objectives are also satisfactory, overall work is satisfactory and comprise quality contents

**********

7. PLOS authors have the option to publish the peer review history of their article (what does this mean?). If published, this will include your full peer review and any attached files.

If you choose “no”, your identity will remain anonymous but your review may still be made public.

Do you want your identity to be public for this peer review? For information about this choice, including consent withdrawal, please see our Privacy Policy.

Reviewer #2: Yes: Dr. Samar Rahi

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