Assessment of the Effect of Users Satisfaction with the e-Passport System on Service Delivery in the Tanzania Immigration Service Department

Dereck Bagenda Rwegasira; Lianna A. Yustina; Mzomwe Y. Mazana

doi:10.51867/ajernet.5.3.111

Authors

Dereck Bagenda Rwegasira
bagendarwegasira@gmail.com
Mathematics and Information Technologies Department, College of Business Education, Tanzania
Lianna A. Yustina Mathematics and Information Technologies Department, College of Business Education, Tanzania
Mzomwe Y. Mazana Mathematics and Information Technologies Department, College of Business Education, Tanzania https://orcid.org/0000-0001-7350-7011

Keywords:

e-Passport, Information Quality, System Quality, Service Quality, User Satisfaction

Abstract

The use of ICT is becoming a key tool for the government’s institutions to enhance and fit their service delivery with the dynamic demands of citizens. Among them is the use of e-passport systems in delivering immigration services. This study was carried out to assess users’ satisfaction with the e-passport system on delivering service in the Tanzania immigration services department. The study was guided by Delone and McLean IS success model (2003). The research used a descriptive research design with a quantitative approach, whereas members of the sample size of 166 including immigration staffs and e-passport applicants were chosen using a simple random sampling technique. Data were collected through questionnaires and analysed using multiple linear regression (MLR) with SPSS version 20. The results revealed that quality of e-passport system such as improved speed, intuitive interface and ease of navigation have a positive significant influence on user satisfaction with e-passport system. Information quality such as accuracy, completeness and up-to-date information found to have a positive impact on user satisfaction. The findings also, showed that user satisfaction is significantly enhanced with service quality of the e-passport system, especially on the consistency and reliability of the services. These three IS success factors played a significant role on user satisfaction with immigration department passport issuance in Tanzania. The study recommends that the immigration service department should prioritize funding to monitor and improve the e-passport system infrastructure. In addition to this, the immigration service department should streamline processes related to e-passport issuance to reduce waiting times and enhance the user experience.

Dimensions

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