Improvising e-services in Tanzanian public service delivery: model proposal and validation

Purpose This study aims to propose a model for Tanzanian electronic service (e-service) improvisation via public service delivery formats and empirically validate it such that the determinants [namely, information quality (IQ), service quality (SEQ), net impact, top management support (TMS)] of the user satisfaction and the intention to continue using the e-services have been determined. Design/methodology/approach A quantitative methodology and a survey research method has been adopted with responses solicited from the Information and Communication Technology officers and accountants working at the Ministry of Finance, Bank of Tanzania, etc. based at Dar es Salam and Dodoma. Findings IQ, SEQ, system quality and net impact have a positive and significant impact on user satisfaction and intention to continue to use e-services. However, results for TMS were not found to have any bearing on the user satisfaction and intention to continue to use e-services. Originality/value With the extant literature primarily hinged on the understanding of the electronic government services from the efficacy perspective, this study contributes to the literature in two ways, namely, proposing a model for e-service improvisation and empirically validating it in the context of Tanzania.