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The study was accessing the factors affecting IT-dependent service delivery organisations in Tanzania, the case of Tanzania Revenue Authority. The purpose of the study was to establish the factors affecting IT dependent service delivery at the Tanzania Revenue Authority. Three specific objectives that guided the study were; to identify the factors affecting IT services delivery at the Tanzania Revenue Authority, to establish the effect of the identified factors in the service delivery at the Tanzania Revenue Authority and to propose ways of improving IT service delivery at the Tanzania Revenue Authority. The researcher used descriptive research design. Study employed convenience sampling and simple random sampling techniques and the respondents were customers and employees of Tanzania Revenue Authority, with a total population of 19 481 and 377 respectively who were sampled in 392 and 194 respectively. The instrument used in the study was a questionnaire. Data were analysed from 155 complete questionnaires from employees and 256 complete questionnaires from customers, whereby data were analysed using frequency, charts, tables, mean and percentages. The study findings showed the factors that hinder IT-dependent organizations to not fully benefits on the advancement and deployment of IT in delivering their services. Those factors include; connectivity problems such as network/internet, high price of IT devices, unstable power supply for charging IT devices, lack of awareness and training on how to use IT devices. The study recommended that there should be special units for IT service delivery to help the users of IT devices. |
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