Examining agencies' satisfaction with electronic record management systems in e-government: A large-scale survey study

Fang Ming Hsu, Paul Jen Hwa Hu, Hsinchun Chen, Han Fen Hu

Research output: Chapter in Book/Report/Conference proceedingConference contribution


While e-government is propelling and maturing steadily, advanced technological capabilities alone cannot guarantee agencies' realizing the full benefits of the enabling computer-based systems. This study analyzes information systems in e-government settings by examining agencies' satisfaction with an electronic record management system (ERMS). Specifically, we investigate key satisfaction determinants that include regulatory compliance, job relevance, and satisfaction with support services for using the ERMS. We test our model and the hypotheses in it, using a large-scale survey that involves a total of 1,652 government agencies in Taiwan. Our results show significant effects of regulatory compliance on job relevance and satisfaction with support services, which in turn determine government agencies' satisfaction with an ERMS. Our data exhibit a reasonably good fit to our model, which can explain a significant portion of the variance in agencies' satisfaction with an ERMS. Our findings have several important implications to research and practice, which are also discussed.

Original languageEnglish (US)
Title of host publicationDesigning E-Business Systems
Subtitle of host publicationMarkets, Services, and Networks - 7th Workshop on E-Business, WEB 2008, Revised Selected Papers
Number of pages12
ISBN (Print)9783642012556
StatePublished - 2009
Event7th Workshop on E-Business, WEB 2008 - Paris, France
Duration: Dec 13 2008Dec 13 2008

Publication series

NameLecture Notes in Business Information Processing
Volume22 LNBIP
ISSN (Print)1865-1348


Other7th Workshop on E-Business, WEB 2008


  • E-government
  • Electronic record management systems
  • Job relevance
  • Regulatory compliance
  • User satisfaction

ASJC Scopus subject areas

  • Management Information Systems
  • Control and Systems Engineering
  • Business and International Management
  • Information Systems
  • Modeling and Simulation
  • Information Systems and Management


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