A Dissertation Submitted to Mzumbe University, Dar es salaam Business School,in Partial fulfillment of the requirements for the Award of the Degree of Master of Business Administration (MBA) of Mzumbe University.
Advancement in ICT, Strengthening of network infrastructures and increase in internet usage for more than one decade in Tanzania have changed how people work and interact, this has contributed many companies, businesses and government agencies to go online for the web based information system which facilitates online transactions in product and service industries. Important concern has been raised about the levels of satisfaction on e-services in WBIS environment compared to the offline environment,WBIS environment offers more opportunities for interaction and personalization.Still there is a gap between customer percepation and expectation toward e-services. WBIS provides easy means of platforms for all to achieve their respective goals within a short time and with the secure means of data transfer. WBIS act like mediator between clients and providers. Organization incorporates WBIS in order to reach various clients around the world easily, quickly and cheaply. The objective of this study was to measure satisfaction of users in using WBIS for eservices. in this study three types of e-services were consulted namely ehealth, e-commerce and e-governance as the representative of other services provided electronically, the study used interviews, questionnaires and documentary review to get more data for analysis, the base was seven dimensions of the e-service quality for three e-services types selected. The research findings suggest that e-service quality contributed to customer satisfaction, factors like quality information, e-mail notification, timely and prompt responses, customer attention, loading speed of web pages,web page being friendly,assurance of serive or product delivery,safaety of transation and understanding customer needs has a positive influence on customer satisfaction. It is recommended that in order to bridge the gap between service expected and perceived, e-services provider should know the customer expectations in dealing with them, inclusion of systems which track customer purchasing behaviors for customer attention and preferential treatment which is vital in users satisfaction .