The Influence of Information Communication and Technology (ICT) Utilization on Customers’ Satisfaction Of The Tanzania Revenue Authority

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.