Assessing the Impact of E-Services on the Delivery of Quality Immigration Services

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.