The moderating effect of management maturity on the implementation of an information platform system

Purpose The purpose of this paper is to explore the satisfaction level of government employees toward the e-government information platform system in Taiwan to better understand the effectiveness of such systems. Furthermore, this paper aimed to investigate the moderating effects of management maturity on quality management and user satisfaction. Design/methodology/approach This study examined the questionnaire via a pretest, and then 174 formal questionnaires were obtained from people who had used the focal information platform system. Findings The results show that management maturity has a high, positive moderating effect on service quality (SQ), a medium moderating effect on system quality (SysQ), and a low, negative moderating effect on information quality (IQ). Research limitations/implications One limitation of this study is that the survey was conducted at one public agency in Taiwan. Therefore, a suggestion for further research is to focus on both public and private corporations, as well as government agencies. Practical implications This study built a moderating model for 3Q and management maturity, in order to provide quality management directions, especially with regard to information management, system establishment, and service management. Originality/value Management maturity is a vital, albeit long neglected, determinant for the success of the adoption of e-government information systems (ISs). Such ISs serve only as a tool, and it is those who operate the systems that put their functions into full play. Given this, management maturity is likely to be the key to the successful operation of ISs.