National judicial network project (UYAP)investigation of service quality and user satisfaction of citizen information system

The purpose of this research is to examine the service quality and user satisfaction of the National Judicial Network Project (UYAP) Citizen Information System. In addition, determining whether some demographic characteristics create differences in the perception of service quality and satisfaction, and whether the service quality has an effect on citizen satisfaction has been examined as sub-headings. The service quality measurement tool used in this study is the E-Qual Scale, which was created by Barnes and Vidgen in 2002 and developed based on the QFD method, which was adapted into Turkish by İrem Soydal in 2008. Also in 2019, Dr. The Technology Acceptance Model (TCM) developed by Davis in 1989 and the Innovation Diffusion scales developed by Miller in 1995, which was adapted into Turkish by Bahattin Yalçınkaya and combined as a satisfaction scale, were also used. The population of the study was formed by citizens who came to Burdur Courthouse in Burdur province, considering whether they used the UYAP E-Citizen system. Purposive sampling method was chosen to collect the data of 438 participants. The analysis of the data was made using the SPSS 22.0 package program. The hypotheses were tested by testing the obtained data with Correlation, Regression, T-Test and ANOVA methods. According to the results of the research, it was concluded that there is a positive and significant relationship between the Service Quality of the UYAP E-Citizen Information System and the Satisfaction of the citizens using this system. While the improvement in service quality increases citizen satisfaction, it has been observed that there is a cycle that affects each other. In addition, it has been tried to determine whether the perceptions of citizens' Satisfaction and UYAP E-Citizen Information System Service Quality differ according to the age, gender, income status and frequency of use of the system. It has been observed that there is no difference in service quality and satisfaction levels according to the education levels of the citizens, and demographic characteristics such as age, gender, income status and frequency of use make a difference in citizen satisfaction and service quality perceptions.