Abstract:
This study investigates the impact of Information Communication Technologies (ICT) on
customer satisfaction within the Tanzania Revenue Authority (TRA). It sets three specific
objectives: to determine the scope of services and products offered by TRA through ICT,
assess customer satisfaction with these services, and explore challenges faced by taxpayers
in using ICT at TRA. The study employs the Technology Acceptance Model (TAM) and the
Service Quality Model to understand how ease of use, perceived usefulness, and service
quality influence taxpayer satisfaction with ICT. Data collection is carried out at the TRA
Rukwa Region Office, focusing on quantitative methods with a cross-sectional and case study
design. The study population includes companies and individual taxpayers under self
assessment in the Rukwa Tax region. A sample of 215 taxpayers is chosen through random
sampling. Data is collected through questionnaires and supplemented with secondary data
from revenue reports. A pilot study ensures data instrument quality. Data analysis involves
descriptive statistics and concludes with recommendations for the TRA. The findings highlight
diverse opinions regarding TRA's ICT services, suggesting a need for tailored communication
strategies. Customer satisfaction levels vary, emphasizing the multifaceted nature of
satisfaction, while challenges faced by taxpayers underscore the importance of improving
user-friendliness and reliability. The study provides valuable insights for TRA's future
strategies and suggests the need for qualitative research to understand the factors affecting
perceptions and guide improvements. The study recommends key actions to enhance ICT use
and boost customer satisfaction at the Tanzania Revenue Authority (TRA). Implementing
these recommendations will enhance ICT service effectiveness and customer satisfaction at
TRA by customizing communication strategies, addressing diverse needs, resolving common
challenges, conducting qualitative research, and continually seeking improvement.
