Assessing the Major Factors That Affect the Adoption of Information and Communications Technology on Court Service Delivery in Zambia

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.