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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. Research limitations/implications -Owing to the budget limits, only a one-shot survey is conducted, thus the comparison between ex-ante and ex-post measurement could not be performed. Practical implications -The business-related reasons are more critical in implementing ERMS than the compliance-related ones. Originality/value -This paper proposes a mathematical modeling tool for assessing ISs in e-government.

We investigated agency satisfaction with an electronic record management system (ERMS) that supports the electronic creation, archival, processing, transmittal, and sharing of records (documents) among autonomous government agencies. A factor model, explaining agency satisfaction with ERMS functionalities, offers hypotheses, which we tested empirically with a large-scale survey that involved more than 1,600 government agencies in Taiwan. The data showed a good fit to our model and supported all the hypotheses. Overall, agency satisfaction with ERMS functionalities appears jointly determined by regulatory compliance, job relevance, and satisfaction with support services. Among the determinants we studied, agency satisfaction with support services seems the strongest predictor of agency satisfaction with ERMS functionalities. Regulatory compliance also has important influences on agency satisfaction with ERMS, through its influence on job relevance and satisfaction with support services. Further analyses showed that satisfaction with support services partially mediated the impact of regulatory compliance on satisfaction with ERMS functionalities, and job relevance partially mediated the influence of regulatory compliance on satisfaction with ERMS functionalities. Our findings have important implications for research and practice, which we also discuss.

This study explored the effects of information technology (IT) resources—in conjunction with IT infrastructure and organizational resources—on organizational capabilities and performance. The study further analyzed the mediating effect of organizational capabilities on the relationship between IT resources and organizational performance. A cross-sectional research design was adopted, and questionnaire copies were administered to senior care supervisors of Taiwanese day care centers, care institutions, and hospitals. In total, 328 valid questionnaire responses were obtained. The study results are summarized as follows: (1) A direct effect analysis revealed that IT infrastructure significantly affected service performance and financial performance; organizational resources significantly affected service performance but did not significantly affect financial performance. (2) A mediation model analysis indicated that organizational capabilities exerted a mediating effect on the relationship between IT resources and organizational performance. These results can serve as a reference for medical care organizations in developing strategies for reviewing internal IT resources, integrating internal and external capabilities, creating a competitive advantage, and boosting their performance.