Measurement of internal user satisfaction and acceptance of the e-justice system in Turkey

Abstract

Purpose The purpose of this paper is to develop an evaluation model for National Judiciary Informatics System (NJIS), which is an e-justice system forming part of e-government, based on the models and the theories of information systems (ISs). Design/methodology/approach The survey was conducted on 8,840 internal users working for judicial services in Turkey. The success of the NJIS as an e-justice system is evaluated using structural equation modeling (SEM). Findings The results show that while the most important factor is the latent variable information quality in the SEM created to analyze the satisfaction of internal users using the NJIS, other factors include perceived usefulness (PU), system quality, and service quality, respectively. It is found that design quality has affected directly and positively the perceived ease of use (PEoU) while PEoU has affected the PU in the same manner. Research limitations/implications This study was solely concerned with internal users. Therefore, a more comparative study in which other users such as lawyers and ordinary citizens can be incorporated is suggested. Related to internal user satisfaction of the e-justice system, it is explored whether or not internal users are satisfied with their information processing needs, the system’s efficiency, the number of process steps, technical office services, and the system in general. Originality/value The research presents a new developed evaluation model of e-justice system from an internal user perspective. Most evaluation models focus on system-centered evaluation or organizational structure while user-centered evaluation concerning judicial ISs has not been explored yet.

What Are the Motivation of Taxpayers in Using E-Filling Information Systems?

“…An information system is considered to possess high quality if the system is designed to fulfill users' satisfaction through facilities/conveniences in using the information system. Oktal, Alpu, & Yazici (2016) and Tan & Kim (2015) divide the perception dimensions of the use facili ties/ convenience into four: individual's in teraction with the system is clear and easy to understand, not much effort is needed to in teract with the system, system is easy to use, and system is easy to operate based on what an individual wants to do/ wants it to do.…”

Examining relationship between service quality, user satisfaction, and performance impact in the context of smart government in UAE

“…Delone & McLean [24] proposed that the service quality stands for user support by the department of IS, and is often assessed by the reliability, responsiveness and empathy [24]. Oktal et al [25] examined the impact of service quality on user satisfaction as well as the impact of performance and stated its importance on both relationships [25]. As a result, the below hypotheses are proposed: H1: Service quality significantly influences user satisfaction.…”

“…User satisfaction is considered as one of the central aspects in IS discipline [26][27][28][29][30]. Thus, it has been tested extensively in studying the use of systems and applications [25]. User satisfaction is defined as the attitude of the user towards a computer system/application he interacts with [31].…”

“…It is the extent to which the user thinks application/system fulfils his/her requirements. In addition, user satisfaction is considered as a measure of whether the user thinks that the system is useful and he wishes to use it again [25,32,33]. User satisfaction and performance are key constructs of the Delone and McLean IS success model, thus the relationship between these two constructs has been confirmed widely in the literature.…”

User’s satisfaction with information system quality: An empirical study on the hospital information systems in Ho Chi Minh City, Vietnam

“…On the other hand, fast-moving in HIS applications in healthcare requires the users to catch up quickly HIS operational processes to maximize the benefits that HIS may bring. In this regard, user's acceptance and use of information system is the key element to the implementation's success, and furthermore, one of the important factors for system success is users' satisfaction when they employed the system (Oktal, Alpu, & Yacizi, 2016).…”