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This study aimed at exploring the impact of Information Communication Technology (ICT) on performance of Tanzania Posts Corporation (TPC). The study focused on examining ICT technologies available at TPC; assessing efforts used to improve product innovation in TPC; assessing performance trends before and after adoption of ICT in TPC and exploring customer responsiveness towards TPC services in the era of ICT. The study adopted a case study research design to attain its objectives. The sample size for the study was 62 respondents. Purposive sampling technique was used whereby questionnaire, interviews, observation and documentary review were used to collect data. The Statistical Package for Social Sciences (SPSS) and Excel software were used in analysis, while data from in depth interviews were analyzed qualitatively. In this study, it was found that ICT technologies available at TPC include: computers, telephone and internet. Also, findings revealed that there was a statistically insignificance increase in performance before adoption of ICT and after adoption of ICT, whereby profitability of items posted in mails and logistic business, financial and agency business and courier business was assed, also Return on Asset and Marginal ratio were used as indicators. The eta squared statistic was applied and the results indicated very small effect size. In addition to that, the study revealed that customers still needed TPC services in the era of ICT in spite of development of other forms of communication like emails, mobile phones and internet. This study recommends increasing the government support to TPC by improving physical infrastructure and providing vehicles for transporting mail and parcel so that it can fulfill the major obligations of universal postal services to the customers so as to ensure efficiency in TPC operations. In order for TPC to enjoy the fruits of ICT on its performance, it must speed up the way of adopting ICT so as to ensure significance increase in performance. Finally, it is recommended that TPC must raise its trustworthiness, improve customer care, strengthen their network, improve their services and cope with market competition. |
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