Impact Of Information Communication And Technology (Ict) Usage On Tanzania Revenue Authority Customers’ Satisfaction: A Case Of Dodoma Municipality

ABSTRACT 

The study, has aimed to examine the impact of Information Communication Technologies (ICT) usage on customer satisfaction. It specifically focused on the identification of the services and products offered by TRA by using ICTs, Description of the services and products offered by TRA by using ICTs and the determination of the levels of customers‟ satisfaction of services to the tax payers. A cross sectional research design was adopted; sample sizes of 100 respondents, were obtained through purposive and non-purposive sampling techniques. The study used both quantitative and qualitative methods approaches. Statistical Package of Social Sciences (SPSS) and Microsoft Excel (Ms Excel) were used to analyze data. Data have revealed major services offered by TRA include Electronic Fiscal Device services (55%), Tax Identification Number Updating Service (TIN) (5%), Banking services (8%), E-Return Filling Services (6%), Tax payment and Banking services (14%), Electronic Fiscal Device Service (EFD) and Banking Services (4%).  This study has found out that, there was a high level of customers satisfaction in terms of quality service, customer were satisfied with the tangibility of the service offered, responsiveness and reliability of the service. It has also found out challenges that were facing customers during accessing service, which were the high cost of installations and maintenance of the EFD, network break down and regular network failure, laziness among customers/users to take receipts, lack of education on the usage of EFD, did not negatively affected the service provision promised by the TRA and so satisfaction of customers was also affected. It is recommended that experts need to automate and monitor the ICT systems to enhance effectiveness in service delivery. In general at TRA there was high level of customers‟ satisfaction.