Improvising e-services in Tanzanian public service delivery: model proposal and validation

被引:0
|
作者
Mbano, Goodluck Michael [1 ]
Mwangakala, Hilda A. [1 ]
Shao, Deo [2 ]
Alexopoulos, Charalampos [3 ]
Saxena, Stuti [4 ]
机构
[1] Univ Dodoma, Dept Informat Syst, Dodoma City, Tanzania
[2] Univ Dodoma, Coll Informat & Virtual Educ, Dept Informat Syst, Dodoma, Tanzania
[3] Univ Aegean, Dept Informat & Commun Syst Engn, Mitilini, Greece
[4] Graph Era Deemed Univ, Dept Humanities & Social Sci, Dehra Dun, India
来源
FORESIGHT | 2025年
关键词
Tanzania; E-government; E-services; Information systems; Model; Information quality; Service quality; System quality; Net impact; E-GOVERNMENT SYSTEMS; QUALITY; SUCCESS; TRUST; ADOPTION; DELONE; USERS; STATE;
D O I
10.1108/FS-02-2024-0034
中图分类号
TU98 [区域规划、城乡规划];
学科分类号
0814 ; 082803 ; 0833 ;
摘要
PurposeThis study aims to propose a model for Tanzanian electronic service (e-service) improvisation via public service delivery formats and empirically validate it such that the determinants [namely, information quality (IQ), service quality (SEQ), net impact, top management support (TMS)] of the user satisfaction and the intention to continue using the e-services have been determined.Design/methodology/approachA quantitative methodology and a survey research method has been adopted with responses solicited from the Information and Communication Technology officers and accountants working at the Ministry of Finance, Bank of Tanzania, etc. based at Dar es Salam and Dodoma.FindingsIQ, SEQ, system quality and net impact have a positive and significant impact on user satisfaction and intention to continue to use e-services. However, results for TMS were not found to have any bearing on the user satisfaction and intention to continue to use e-services.Originality/valueWith the extant literature primarily hinged on the understanding of the electronic government services from the efficacy perspective, this study contributes to the literature in two ways, namely, proposing a model for e-service improvisation and empirically validating it in the context of Tanzania.
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页数:16
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