ASSESSING THE EFFECT OF PERCEIVED USEFULNESS AND SYSTEM INTEGRATION ON SERVICE DELIVERY QUALITY OF THE E-PASSPORT SYSTEM IN TANZANIA IMMIGRATION DEPARTMENT

Abstract

This study assessed how perceived usefulness and system integration influence on Service Delivery Quality of Tanzania’s e-passport system within the Immigration Department, anchoring analysis in TAM2, Layne & Lee’s e-Government stages, and ICAO MRTD guidance. A mixed methods design was employed: a quantitative survey of 420 e-passport applicants and qualitative interviews with 50 immigration officers provided triangulated evidence on user perceptions, operational realities, and integration outcomes. Quantitatively, perceived usefulness (PU) correlated positively with ease of use (r = .612), system integration (r = .547), and accessibility (r = .498), all p < .01, indicating that usability and back end linkages jointly shape perceived value. A multiple regression model explained 46.4% of the variance in PU (R² = .464), with ease of use the strongest predictor (β = .412), followed by system integration (β = .331) and accessibility (β = .229), p < .001. Demographic analyses showed significant associations between PU and age, education, and occupation, while gender and residence were not significant, underscoring the roles of digital familiarity and formal employment contexts. Qualitatively, officers highlighted that improved database linkages especially with NIDA enhanced verification, fraud reduction, and transparency; however, network downtime, data mismatches, and limited staff training constrained performance and user experience. Overall, findings across objectives converge on three points: usefulness is driven by ease of use and integration; adoption depends on both technical design and perceived service quality; and integration most directly lifts service delivery quality, though infrastructural constraints temper impact. The study contributes context specific evidence for Tanzania’s digital governance agenda and offers actionable guidance: sustain ICT investment (network stability, data harmonization), strengthen inter agency coordination (deepening NIDA integration), and expand capacity building for frontline officers. These implications align with e-government maturity models and international interoperability standards, reinforcing that back end integration and user centric design are pivotal to durable adoption.