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Sep 25, 2024Keywords:
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Assessment of the Effect of Users Satisfaction with the e-Passport System on Service Delivery in the Tanzania Immigration Service Department
Mzomwe Y. Mazana
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.
