Determinants of customer satisfaction with electronic services in public sector: a case of Tanzania immigration department
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Date
2023
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Publisher
The University of Dodoma
Abstract
This study aimed to examine the determinants of Customer satisfaction with e-services in the public sector, with a particular focus on the Immigration Department in Tanzania. It had three specific objectives: first, to examine the influence of system quality on Customer satisfaction with e-services in the public sector. Secondly, to assess the effect of information quality on customer satisfaction with e-services in the public sector, and lastly, to examine the influence of service quality on Customer satisfaction with e-services in the public sector. The study was guided by Information System success theory and researcher used quantitative approach. The study used a sample of 300 respondents who utilized immigration services in Tanzania and were selected using probability sampling method. The study used a cross-sectional research design and analyzed data using multiple regression analysis with the aid of SPSS v20 analytical tool. The study found that Customer perceptions of e-service system quality were relatively low, with mean scores below the midpoint of 1 to 5 likert scale. However, Customer perceptions of e-service information quality were moderate, with mean scores slightly higher than the midpoint of 1 to 5 likert scale. The firm's overall service quality was moderate to low across all dimensions, suggesting that while immigration services are generally regarded as credible, responsive, and reassuring, there are significant areas for improvement, particularly in terms of tangibility and empathy. The study concluded that Customer satisfaction is significantly influenced by the reliability and security of the system. The research emphasizes the significance of system reliability, security, information accuracy, relevancy, and timeliness, along with tangibility, service assurance, and empathy, in shaping customer perceptions, experiences, and satisfaction. The study recommends the immigration department to set up strict quality control procedures to make sure that the information it sends to clients is correct, up-to-date, and relevant. Using data analytics and letting customers help with the planning process can help tailor services to individual needs, which will ultimately make customers happier overall and make the system seem more usable and responsive, managers should set up training programmes for users and ask them for feedback. This method will make it easier to find and fix problems with system design, technology glitches, and limited features, which will improve the user experience and make customers happier
Description
Dissertation (Business Administration)
Keywords
Customer satisfaction, e-services, Tanzania, e-services in the public sector, information quality
Citation
Maige, C. (2023). Determinants of customer satisfaction with electronic services in public sector: a case of Tanzania immigration department. (Masters Dissertation) The University of Dodoma