Measurement of internal user satisfaction and acceptance of the e-justice system in Turkey
| Published date | 21 November 2016 |
| DOI | https://doi.org/10.1108/AJIM-04-2016-0048 |
| Date | 21 November 2016 |
| Pages | 716-735 |
| Author | Ozlem Oktal,Ozlem Alpu,Berna Yazici |
| Subject Matter | Library & information science,Information behaviour & retrieval,Information & knowledge management,Information management & governance,Information management |
Measurement of internal user
satisfaction and acceptance of
the e-justice system in Turkey
Ozlem Oktal
Anadolu Universitesi, Eskisehir, Turkey
Ozlem Alpu
Eskisehir Osmangazi Universitesi, Eskisehir, Turkey, and
Berna Yazici
Anadolu Universitesi, Eskisehir, 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 presentsa new developed evaluation model of e-justicesystem from
an internal user perspective. Most evaluation models focus on system-centered evaluation or
organizationalstructure while user-centeredevaluation concerningjudicial ISs has not been exploredyet.
Keywords Structural equation modelling, Technology acceptance model, Information system,
User satisfaction, User acceptance, e-Justice system
Paper type Research paper
1. Introduction
With the rapid growth in technological development in recent years, some new
information technology (IT) and information systems (ISs) applications have emerged.
IT and IS applications affect social and business life all over the world as well as in
Turkey. e-Government applications are also an example in which developed
technologies and ISs are used extensively. e-Government in Turkey provides easy
and efficient access to all public services for citizens, firms, and public organizations
from a single point.
Aslib Journal of Information
Management
Vol. 68 No. 6, 2016
pp. 716-735
©Emerald Group Publishing Limited
2050-3806
DOI 10.1108/AJIM-04-2016-0048
Received 26 April 2016
Revised 18 September 2016
Accepted 26 September 2016
The current issue and full text archive of this journal is available on Emerald Insight at:
www.emeraldinsight.com/2050-3806.htm
This study was supported by Anadolu University Scientific Research Projects Commission under
Grant No: 1203E045. Also, the authors would like to thanks the anonymous reviewers for their
valuable suggestions and comments.
716
AJIM
68,6
The National Judiciary Informatics System (NJIS) (referred to as UYAP in Turkey) is
an e-justice system that forms part of e-government which has been developed to
ensure a fast, reliable, efficient, and accurate judicial system. As a central network
project, it includes all courts, public prosecutor services, prisons, related judicial
institutions, and other government departments, e.g., enforcement and bankruptcy
offices and forensic medicine units in Turkey. The NJIS was established to improve the
functioning and efficiency of the judiciary and to create an efficient and less
bureaucratic judicial system for concerned institutions and citizens.
The information is recorded in the central electronic environment with the full
integration of the NJIS and made available to all users within the scope of authorization
granted by legislation, especially to judges, solicitors, and all judicial staff. The NJIS
provides quick and easy access to this information as it also allows judicial units to
perform all types of information and document transfers in an electronic environment.
The NJIS is in operation in almost all judicial units in Turkey with the goal to establish
a faster, more reliable information, document, and workflow of judicial services in
compliance with IT developments in Turkey (Ministry of Justice, Department of
Information Technologies, 2015).
Apart from ordinary citizens, the main users of the NJIS include lawyers, law clerks,
judges, solicitors, chief judges, and prison officers. Solicitors, chief judges, prison
officers, and law clerks are internal users of the system. There is an obligation to use
the NJIS during business processes. Therefore, how particular user groups evaluate the
success of this e-justice system and which factors influence an internal user’s
evaluation of IS success are the key questions involved in this study. It is believed that
the evaluation of NJIS’s success will reveal the satisfaction of NJIS internal users.
Several theories and research models related to IT/IS adoption have been pro posed
to help businesses implement IT/IS successfully, including the technology acceptance
model (TAM) (Davis, 1989), theory of planned behavior (TPB) (Ajzen, 1991), and unified
theory of acceptance and use of technology (Venkatesh et al., 2003). The factors
influencing IT/IS and user behavior are important to the successful implementation of
IT/IS. Basically, evaluation models are employed to understand user needs and to
identify relevant dimensions and factors in the development of systems to broaden
their acceptance and satisfaction (Ong et al., 2009).
Some studies arerelated to all forensic and administrative servicesas follows: Gerjuoy
(1995) examined possible means of improving the ability of the judiciary to deal with
disputes. Andrade and Joia (2012) focus on information and communication technology
(ICT) strategies and organizational structure related to the judicial system in Brazil.
In their study, the influence of organizational structure in the definition and
implementation of ICT strategies in the Brazilian Judicial System are analyzed. In the
study of Loukis and Xenakis (2008), the emphasis is on taking advantage of ICT
potential, which supports the participation of citizens in the democratic processes which
exist in countries today, and the necessity to show the same attention to investment in
e-participation, as well as an evaluation of these efforts. Rosa et al. (2013) analyze and
discuss differente-justice experiences fromaround the world. The focus is on riskfactors
related to design, development, and application of this kind of system. Seyal and Turner
(2013) worked on the acceptance of biometric security services that have become an
important alternative in user authentication in a system. The study appears to be
affected by several factors, some of which may be the personal attitude of users,
influences of normality and the context in which it is used. The TPB was used as a
reference framework to understand the intention of using the biometrics of executives
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Acceptance of
the e-justice
system in
Turkey
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