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.