TITLE:
Assessing the Major Factors That Affect the Adoption of Information and Communications Technology on Court Service Delivery in Zambia
AUTHORS:
Mable K. Mvula, Jackson Phiri
KEYWORDS:
Adoption, ICT, ISSM Model, Court Service Delivery, Zambia
JOURNAL NAME:
Open Journal of Business and Management,
Vol.11 No.3,
May
31,
2023
ABSTRACT: The study was conducted to establish the major
factors that affect the adoption of information and communications technology
on court service delivery in Zambia. This study was guided by the updated
Information System Success Model (ISSM) which was used as the conceptual
framework to generate thirteen (13) hypotheses which were analyzed after data
collection and findings. This research adopted the explanatory research design
and used the quantitative methodology to examine the adoption and impact of
digitalization at the High Court of Zambia in Lusaka within a positivistic
paradigm. The target population consisted of approximately 180 employees that
use information systems and it was from this population that the sample was
drawn. The sample of 103 was selected by utilizing the stratified random
sampling method. Descriptive analysis and Pearson’s correlation were used to
analyze the results. The findings revealed that there was a strong positive
statistical relationship between the use of ICT and self-efficacy, Information
Quality, IT Security, System quality, service quality, net performance and User
Satisfaction in ICT. Furthermore, the findings revealed that there was a strong
positive statistical relationship between the user satisfaction in ICT and
self-efficacy, Information Quality, IT Security, System quality, service
quality, net performance and the use of ICT. Thus, the study concludes that an
increase in Self-efficacy, Information Quality, IT Security, System quality,
service quality, net performance, and User Satisfaction in ICT can enhance the
use of ICT, and an increase in self-efficacy, Information Quality, IT Security,
System quality, service quality, net performance and the use of ICT can also
enhance user satisfaction in ICT. The study recommends that although the
Service Quality was statistically significant to both System use and User satisfaction
in the adoption of ICTs. Thus, ICT provides reliable services as well as
technical support provided by authorities that satisfy users. The government is
required to build technical capability of users to make them help each other
when they are facing difficulties in using ICT system in their daily
activities. Also, the government has to facilitate the technical support team
or helpdesk to work 24 hours per week in order to support users for the
effective use of the system.