Interoperability Effectiveness of E-Passport Operations and Citizens' Satisfaction in the Kilimanjaro Region: A Comprehensive Analysis

Abstract

Citizen dissatisfaction with e-passport services in many countries emanates from issues such as slow processing times, inconsistent service quality, and limited accessibility, especially in remote areas. Technical challenges, lack of reliable support, and insufficient staff training hinders user experiences, affecting trust in the system. Addressing these challenges is therefore of importance to improve efficiency, user satisfaction, and confidence in digital government services. The purpose of this study was thus to measure the relationship between the interoperability effectiveness of e-passport operations towards citizens’ satisfaction 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 study found that e-passport interoperability significantly influences service delivery effectiveness in the Kilimanjaro region. The Government Electronic Payment Gateway (GePG), National Identification Authority (NIDA), and Tanzania Interoperable Payment System (TIPS) each had a positive and significant impact on service effectiveness (p < 0.05), with GePG showing the strongest influence (β = 0.789). Most respondents perceived service delivery as effective, with over 69% attributing improvements to these systems. The study concludes that continuous improvements in payment, feedback, citizen identification systems, and delivery methods are necessary to enhance the effectiveness and user satisfaction of e-passport services. The study therefore recommends that customer service training for staff should be emphasized to ensure prompt, empathetic, and knowledgeable support, which is critical for improving overall user satisfaction.

Keywords: E-Passport, Interoperability, Citizens' Satisfaction, Kilimanjaro Region, Operational Effectiveness