Evaluating the Efficacy of the E-Immigration System in the Provision of Immigration Services in Tanzania

Ludovic Patrick Kimolo; Respickius Casmir

doi:10.51867/ajernet.5.4.156

Auteurs

Ludovic Patrick Kimolo College of Business Education (CBE), Dar es Salaam Campus, Tanzania
Respickius Casmir College of Business Education (CBE), Dar es Salaam Campus, Tanzania https://orcid.org/0009-0007-1482-6603

DOI :

https://doi.org/10.51867/ajernet.5.4.156

Mots-clés :

Customer Experience, E-Immigration System, Service Delivery, System Efficacy

Résumé

In 2017, the Tanzania Immigration Services Department (TISD) launched the e-immigration system to streamline service delivery, minimize processing times, enhance customer satisfaction, and strengthen security measures. This study assesses the effectiveness of the e-immigration system in Tanzania, with a particular focus on its impact on service delivery and areas for improvement to enhance the customer experience. Conducted at the Kurasini Immigration Office and Julius Nyerere International Airport in Dar es Salaam, the research employed a mixed-methods approach, integrating quantitative and qualitative techniques. A sample of 247 participants was selected through a combination of purposive non-probability and randomized probability sampling methods. Data collection tools included structured questionnaires, direct observation, and semi-structured interviews. The gathered data were analyzed using SPSS and Microsoft Excel to generate statistical descriptions for interpretation and presentation of findings. The study uncovered significant challenges limiting the system's effectiveness, such as unstable internet connections, unreliable system performance, inadequate infrastructure, and insufficient training for staff. Additional obstacles included concerns about data security, lack of feedback mechanisms, infrequent system updates, and accessibility issues. The research proposed enhancing the user interface to improve accessibility and usability and recommended that the government invest in comprehensive training programs for immigration officers to ensure they can effectively operate the system and deliver high-quality services to users.

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