Developing an acceptance model using the Structural Equality Model for factors affecting the use of single window system in Turkey

Turkey is taking quick and confident steps to the modernization and digitalization at the customs gates. With the acceleration of foreign trade, the importance of customs, which is the gateway to world markets, is increasing day by day. The Single Window system in customs, which has brought about a new era in foreign trade, has enabled the achievement of the innovations of this age, such as facilitating customs procedures electronically, reducing customs clearance time, providing an error-free and realistic control environment, minimizing customs clearance costs, removing stationery and bureaucracy in customs procedures. The Single Window system prevents the waste of time caused by traffic between public institutions and increases the efficiency of transaction controls by allowing foreign trade companies and customs consultants to submit their applications electronically. With the implementation of the system, the controls made in the paper-based transactions are transferred to the electronic environment, human-induced errors are prevented and forgery in the document is prevented. Users of the Single Window system are able to make document applications from the office and arrange the transactions with public institutions and organizations online. Users can also monitor the stage of the application process through the system, as well as exchanging information about deficiencies on the digital environment. Since the system enables archiving electronically, everyone concerned can access the necessary documents quickly and effortlessly. The aim of the study is to reveal the difficulties that the users of the Single Window face during the adaptation process to the system, which has just started to be implemented in our country, and the solution offers. In the thesis study, the variables that are thought to be effective in the acceptance of the Single Window system to achieve success were discussed and a model in which the adaptation of these elements on the system usage through perceived usefulness and perceived ease of use is measured has been presented. The developed model contains three variables from the Technology Acceptance Model (perceived usefulness, perceived ease of use, and the usage), two from the Unified Technology Acceptance and Use Theory (facilitating conditions and willingness for use), and two from the Information Systems Success Model and the Renewed Information Systems Success Model (system and information quality). Apart from these, some variables (education, experience) that are not included in the technology acceptance models but stated to be effective in the successful use of the e-government system in the literature have also been added to the model. The mediating effect of perceived ease of use and the moderator role of experience were also examined in the study. From the theoretical point of view, the study ensures that the adaptation of the Single Window system by the users is verified within the concept of Technology Acceptance Model. In addition, the developed model takes its place for the first time in the studies of literature in our country regarding the acceptance of the Single Window system. When considered in terms of practice, it holds significance because the sectorial problems experienced by foreign trade and customs consultancy firms as well as the customs employees in the adaptation of the Single Window system, and the solution have been presented on the academic platform. Key Words: Automation in customs, digital customs, single window system, technology acceptance model, structural equation model