Abstract:
The Tanzanian government has embarked on a journey to modernize and streamline immigration
services through digital platforms. This study aims to ASSESSING THE IMPACT OF E-SERVICES
ON THE DELIVERY OF QUALITY IMMIGRATION SERVICES IN KILIMANJARO REGION, a
region known for its diverse demographic of immigrants. The study employed mixed-methods
approach, combining quantitative surveys and qualitative interviews to collect data from Tanzanians
and foreigners who have interacted with the immigration e-services in Moshi. A sample size of 246
respondent were selected from population of 30753 people who uses immigration e-services per
month this include 60 immigration officers 86 normal user and 100 foreigner . The study employed
questionnaires, Key Informants interviews and documentary reviews for data collection. The
analysis was done using IBM SPSS statistics version 20 and Microsoft Excel. The presentation was
done using tables, graphs and charts. Key factors, such as user satisfaction, service reliability,
efficiency, cost effectiveness, service effectiveness, perceived benefit, ease of use, acceptability,
assurance, empathy, tangibility, and transparency, were analyzed to evaluate the impact of the
digital platform on quality service delivery.
Overall, this research sheds light on the implications of immigration e-services and provides a basis
for further exploration and enhancement of digital service delivery in Tanzania's immigration
domain.
