Efficiency and satisfaction of electronic records management systems in e-government in Taiwan

Purpose – The purpose of this paper is to investigate the efficiency and satisfaction of electronic records management systems (ERMS), which has been of interest to archivists and records managers, in electronic government (e‐government) agencies in Taiwan.Design/methodology/approach – Using the measures from information systems (ISs) success model, this study applies data envelopment analysis to measure the relative efficiency and satisfaction in different types of e‐government agencies. After conducting a large‐scale survey of e‐government agencies in Taiwan, a matrix of efficiency and satisfaction is developed.Findings – Research results show that the efficiency of ERMS in central agencies exceeds that in local agencies, and the efficiency in upper level agencies exceeds that in lower level agencies. The efficiency in business agencies exceeds that in administration agencies and public schools. Additionally, ERMS user's satisfaction in e‐government agencies is linearly related to ERMS efficiency.Resear...

[1]  Yu-Che Chen,et al.  Transforming local e-government services: the use of application service providers , 2001, Gov. Inf. Q..

[2]  Tser-Yieth Chen,et al.  Measuring firm performance with DEA and prior information in Taiwan's banks , 2002 .

[3]  Gordon B. Davis,et al.  User Acceptance of Information Technology: Toward a Unified View , 2003, MIS Q..

[4]  Richard Heeks.  Reinventing Government in the Information Age , 1999 .

[5]  G. Soutar,et al.  The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment , 1999 .

[6]  Nathan Mnjama,et al.  E-government and records management: an assessment tool for e-records readiness in government , 2007, Electron. Libr..

[7]  Jussi T. S. Heikkilä,et al.  From supply to demand chain management: efficiency and customer satisfaction , 2002 .

[8]  Fred D. Davis,et al.  A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies , 2000, Management Science.

[9]  Darell West.  Global E-Government, 2006 , 2006 .

[10]  Richard Heeks,et al.  Analyzing e-government research: Perspectives, philosophies, theories, methods, and practice , 2007, Gov. Inf. Q..

[11]  Rachael Maguire,et al.  Lessons learned from implementing an electronic records management system , 2005 .

[12]  Lisa A. Ennis.  E-government: From vision to implementation , 2006, J. Assoc. Inf. Sci. Technol..

[13]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Dependent Variable , 1992, Inf. Syst. Res..

[14]  Abraham Charnes,et al.  Measuring the efficiency of decision making units , 1978 .

[15]  Kim Normann Andersen,et al.  Fads and Facts of E-Government: A Review of Impacts of E-government (2003–2009) , 2010 .

[16]  Yuan Long,et al.  Synthesizing e-government stage models - a meta-synthesis based on meta-ethnography approach , 2005, Ind. Manag. Data Syst..

[17]  David V. Bowen,et al.  The benefits of electronic records management systems: a general review of published and some unpublished cases , 2005 .

[18]  Jungwoo Lee,et al.  Developing fully functional E-government: A four stage model , 2001, Gov. Inf. Q..

[19]  Ephraim R. McLean,et al.  The DeLone and McLean Model of Information Systems Success: A Ten-Year Update , 2003, J. Manag. Inf. Syst..

[20]  Basil Enemute Iwhiwhu.  Management of records in Nigerian universities: Problems and prospects , 2005, Electron. Libr..

[21]  Karl S. Stringer,et al.  Implications of variant efficiency measures for policy evaluations in UK higher education , 2006 .

[22]  Keith Gregory.  Implementing an electronic records management system , 2005 .