Evaluating user satisfaction with the e-payment gateway system in Tanzania

John M. Sausi · Joel Samson Mtebe · Jimmy Mbelwa

13 citations0/0 files storedSouth African journal of information management

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Technology Adoption and User Behaviour E-Government and Public Services Health, Technology, Consumer Behavior

Abstract

Background: The Government of Tanzania through the Ministry of Finance and Planning implemented the Government Electronic Payment Gateway (GePG) system to improve the whole cycle of revenue management. As of June 2020, the system has been implemented in 660 institutions, 28 commercial banks, and 6 mobile money operators. Whilst the initial acceptance of this system is positive, relatively no study has evaluated its effectiveness in meeting the expected benefits. Elsewhere, similar systems showed initial acceptance at the beginning, followed by failures after some years of use. Therefore, it is important to evaluate the effectiveness of GePG system to find out how effectively public money is spent. Objective: The objective of this study was to evaluate the success of GePG system using users’ satisfaction as a success measure. Method: The study adapted the updated Delone and Mclean Information Systems success model whereby perceived usefulness and trust in system were added as new factors. The sequential explanatory design research design integrating quantitative and qualitative data within a single investigation was adopted. A total of 442 users from 271 institutions in 11 regions in Tanzania participated in the study. Results: Trust in system, information quality, and perceived usefulness had a significant positive impact on users’ satisfaction with GePG system, whilst service quality had a significant negative impact. In contrast, system quality did not have an effect. Conclusion: The study shows that trust in system and perceived usefulness are important factors in the updated Delone and Mclean IS success model in evaluating user satisfaction with revenue collection systems. The findings from the open-ended questions and implications of the findings are discussed.

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References

1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models 2003The DeLone and McLean Model of Information Systems Success: A Ten-Year Update 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters 1988The Measurement of End-User Computing Satisfaction 2008Measuring information systems success: models, dimensions, measures, and interrelationships 1983The measurement of user information satisfaction 2008Trust and Electronic Government Success: An Empirical Study 2005Mixed methods research designs in counseling psychology.

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