Evaluation of the Perceived Support Quality of E-Government Users in Tanzania. Case Study of Government E-payment Gateway

This study was conducted with the general objective of investigating GePG users’ perceived support quality using a case study of the GePG system’s end-users. The study was conducted in Tanzania using a cross-sectional research design which employed a sample size of 102 respondents, who were administered a questionnaire survey to collect primary data, which was later analysed using Principal Components’ analysis, Descriptive Statistics, and Pearson’s Correlation. The findings revealed that end-users of the GePG system positively perceived the quality of the GePG system; based on PCA analysis findings, respondents were neutral with the quality of support from the GePG system support team, as they neither agreed nor disagreed, and the study found a negative weak correlation between satisfaction levels with the quality of support from GePG and end-users’ intention to continue using GePG’s payment services. Therefore, the study concluded that despite end-users’ positive perception of the quality of the GePG system based on ease “of use and responsiveness”, end-users of the GePG system were neutral on rating the quality of the support they were receiving from the GePG support team. Thus, the study recommended that to ensure the sustainability of the GePG system, more resources and efforts need to be directed into the support team of the system to clearly understand the end-users’ challenges.

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