Understanding user satisfaction with physical and m-government services: evidence from LUKU in Tanzania

Abstract

Purpose This study aims to explore the user’s perception and satisfaction level toward LUKU m-government service in Tanzania. Moreover, it specifically compares the perception and satisfaction levels between the users of m-payments and the users of physical payments. Design/methodology/approach The study used a quantitative research method, where it collected data from 200 respondents in Tanzania. Demographic characteristics, perceptions and levels of satisfaction with one of the mobile-government services (LUKU) were analysed. Multiple linear regression and binary logistic regression analyses were used to test the demographic factors, payment method, perceptions and levels of satisfaction. Findings Mobile payment users of LUKU m-government service in Tanzania had significantly higher scores of trust, security and overall perception and were significantly more satisfied than users of physical payments. Ease of use, convenience, reliability and overall satisfaction emerged as key predictors of both user perceptions and satisfaction. Research limitations/implications This study's exclusive focus on the LUKU m-government service limits the generalisability of findings to other m-government contexts. Originality/value The study presents evidence that mobile payments are important for foster utilisation of m-government services, and that user satisfaction is crucial in strengthening both trust and security perceptions.