Assessment of users’ satisfaction with the e-passport system service delivery: evidence from Tanzania immigration service, Kurasini office in Dar es Salaam

Abstract

This study assesses users’ satisfaction with the e-passport system in delivering service in the Tanzanian Immigration Services Department. The study specifically intends to (i) examine the effect of the e-passport system quality on users’ satisfaction with the provision of passport service in Tanzania, (ii) examine the effect of the e-passport system information quality on users’ satisfaction with passport service provision in Tanzania, and (iii) examine the effect of the e-passport system’s service quality on user satisfaction with passport service provision in Tanzania. The study was guided by Delone and McLean's IS Success Model (2003). The research used a descriptive research design with a quantity approach with passport applicants who 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 concluded that the quality of the e-passport system, such as improved speed, intuitive interface, and ease of navigation, has a significant influence on users’ satisfaction with the e-passport system. Information quality, such as accuracy and simplicity of understanding, completeness, and updated information, was found to have a positive impact on users’ satisfaction. The findings also showed that user satisfaction is significantly enhanced with the service quality of the e passport system, especially in the consistency and reliability of the services. These three factors played a significant role in user satisfaction with the e-passport system in Tanzania. The study recommends that the immigration service department should streamline processes related to e-passport issuance to reduce waiting times and enhance the user experience.