Assessment of User Satisfaction with E-Passport Administration Services in Kilimanjaro Region, Tanzania
Abstract
In Tanzania, the effectiveness of electronic passport services is inadequate, causing dissatisfaction among users. The excessive document submission required during the pre-application process for e-passports, including 6 to 7 documents like birth certificates and affidavits, has increased the time taken for e-passport applications. This study therefore aimed to determine users’ satisfaction on e-passport administration services in the Kilimanjaro region. The study was anchored on the Information Systems Success Model (ISSM) and employed a descriptive research strategy involving a triangulation approach which involves qualitative and quantitative. The study collected primary data using both a structured questionnaire and a Key Informant Interview. The quantitative data collected using a questionnaire was analyzed with the aid of SPSS software using both descriptive and inferential statistics. The findings revealed that improvements in the application process, document submission, and speedy processing times significantly influenced the satisfaction of customers. At the same time, higher costs negatively impacted satisfaction, collectively explaining 62.9% of the variations in user satisfaction. The study concludes that there are critical areas such as; processing stages, status feedback of the application process to be viewed by users on the immigration website, document submissions, processing time, fiber, delivery method, delivery time, payment system interoperability, citizenship interrogation, e-management and decentralization of e-passport to the districts need more improvement in the e-passport system’s performance. In view of the findings, this study recommends that the immigration force department should strive to focus on improving the efficiency and reliability of their systems on e-passport services in the Kilimanjaro region.
Keywords: Customer Satisfaction, E-Passport Services, Interoperability, Service Delivery, E-Passport
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