ASEAN Journal on Science and Technology for Development


Remote court hearings (RCHs) have significantly benefited the Brunei Civil Court in maintaining its judicial system and reducing backlogs as a preventative measure, during COVID-19. RCHs have enhanced the judicial system's accessibility, saving resources and increasing court performance and productivity. However, technical problems and mistrust have slowed the RCH's adoption. This study assessed user satisfaction with remote court hearings using the Technology Acceptance Model (TAM) framework. Three external variables influenced the perceived usefulness of remote court hearings: trust, perceived risk, and fairness expectations. This study also included moderator variables such as age group and professions. This study showed that trust, fairness expectations, perceived usefulness, and ease of use significantly impact user satisfaction, while perceived risk did not. Furthermore, the age group had no significant impact on user satisfaction, while the profession had a significant impact. Professional court users, such as lawyers and magistrates, were found to influence user satisfaction negatively. The benefits of remote court hearings, such as time-saving, cost-saving, and user safety, positively influence satisfaction. Meanwhile, challenges like poor internet communication, ineffective communication, and lack of nonverbal cues decrease user satisfaction.

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