Quality of Court Services and ICT: The Case of Greek Justice.

Many countries invest in the modernization of court systems and use information and communication technologies to enhance their functioning, quantitatively and qualitatively. This paper presents an evaluation of the quality of the services offered by the Greek Judicial authorities based on the perceptions of 2 target groups: lawyers and court employees. The quality was examined in terms of the existence of up-to-date equipment and ICT applications, the Courts' ability to perform the promised service dependably and accurately, the Court employees' knowledge and willingness to help customers and provide prompt services as well as their ability to convey trust and confidence to customers. The results were presented and analysed with the use of various statistical tools. The main findings revealed the level of Courts' service quality and the degree of Court's digitalization in Greece, but they can also provide evidence on the prioritization of future service improvement activities which could be used to inform attempts of improvements and innovations in other countries too. [ABSTRACT FROM AUTHOR]