What does this research mean for the field?

User satisfaction with systems and resources strongly mediates the relationship between system, information, and service quality and the intention to use legal information systems, with these indirect effects significantly outweighing the direct effects of quality. Novelty: ClaimNovelty.CONFIRMATORY. Consensus alignment: ConsensusAlignment.NEUTRAL.

What question did this study set out to answer?

This study examines how user satisfaction mediates the relationship between the quality of a legal information system and intention to use it.

June 3, 2026

Relationship between quality and intention to use legal information system: mediating role of user satisfaction

Key Points

This study examines how user satisfaction mediates the relationship between the quality of a legal information system and intention to use it.
Quantitative research approach using an online questionnaire for data collection.
Mediation analysis conducted with Hayes SPSS process macro.
Focus on quality constructs: system quality, information quality, and service quality.
Quality constructs significantly predict intention to use the legal information system.
Mediating effect of user satisfaction is significantly higher than direct effects of quality constructs.
Mediating effect ratios show satisfaction with systems is twice, three times, and 14 times higher than direct effects on intention to use.

Abstract

Purpose Pakistan Law Site, a commercial legal information system, provides access to legal decisions, statutes, and other resources. However, measuring the success of this system requires an understanding of psychological and technological factors. This empirical study conducted a comparison of the mediation effects of user satisfaction with a system or resource between quality and intention to use (IU). Design/methodology/approach A quantitative research approach is used and data is collected through an online questionnaire. Mediation analysis is conducted using the Hayes SPSS process macro. Findings This investigation discovered that quality constructs system quality (SysQ), information quality (InfoQ) and service quality (ServQ) are significant positive predictors of IU. Satisfaction with Systems (SatS) and Resources (SatR) have mediating effects between quality constructs and IU. There were less significant direct effects of quality constructs on IU as compared to indirect effects of SatS and resources (mediating variables). The mediating effect of SatS on IU is two times higher than the direct effect of SysQ on IU, but the mediating effect of SatS between InfoQ and IU is three times higher and for ServQ and IU, 14 times higher. The mediating effect of SatR on IU is slightly lower than the direct effect of SysQ, but the mediating effect of InfoQ on IU is 1.7 times higher and the mediating effect of ServQ is 5.9 times higher. The values of total mediation effects revealed a slightly higher mediating effect of SatR as compared to satisfaction with the system. Originality/value The current mediation analysis is a pilot study about assessing the mediating role of satisfaction between the quality of the system and the IU in a legal context. The study is also significant, as it used Hayes’ SPSS process macro for measuring the mediating role of user satisfaction in legal information system contexts. It suggests that system developers should have a consistent focus on the adequacy of legal resources.

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Relationship between quality and intention to use legal information system: mediating role of user satisfaction

Key Points

Abstract

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