SATISFACTION OF SERVICE USERS WITH ONLINE JUSTICE SYSTEMS: A LITERATURE REVIEW AND INTEGRATIVE CONCEPTUAL FRAMEWORK

Abstract

This academic article systematically reviews and synthesizes the body of knowledge pertaining to service user satisfaction with online systems in the justice process, encompassing both theoretical dimensions and empirical findings from Thai and international contexts. The review reveals that factors influencing satisfaction with online system usage comprise four principal dimensions: 1) System Quality, 2) Information Quality, 3) Service Quality, and
4) Individual Factors and Organizational Context, with Trust serving as a particularly critical mediating variable in the justice context. The satisfaction examined refers specifically to satisfaction with service channels and communication mechanisms, not satisfaction with judicial outcomes. An integrative conceptual framework is subsequently presented to serve as a guiding foundation for research and the development of online service systems within justice sector agencies, with the aim of enhancing operational efficiency and more appropriately addressing the needs of service recipients. Policy recommendations for agencies within the justice process encompass the following: the development of accessible, multi-device compatible systems grounded in User-Centered design principles; the establishment of real-time communication mechanisms capable of consistently notifying service recipients regarding case status and procedural progress; the strengthening of data security measures alongside transparent communication to ensure service recipients comprehend the protection afforded to their personal information; and the provision of digital literacy training targeted at vulnerable populations such as adolescents or Persons with Disabilities and population’s communities residing in remote areas. With respect to future research directions, it is recommended that empirical investigations be conducted within specific justice agency contexts to yield more precise and contextually relevant findings. Furthermore, the development of satisfaction measurement instruments appropriately calibrated to the Thai cultural context is deemed essential, alongside longitudinal studies examining the sustained impact of online system utilization on overall public trust in the justice process.