Adoption of Government Electronic Payment Gateway (GePG): Adoption and Users Satisfaction Integrated Concept.

Abstract

Digital transformation has significantly impacted the financial sector by enhancing responsibility, efficiency, and openness, particularly through electronic payment systems. In Tanzania, the Government Electronic Payment Gateway (GePG) aims to expedite public financial operations, enhance revenue collection, and improve service delivery.  This study explores user satisfaction with the adoption and usage of Tanzania’s Government Electronic Payment Gateway (GePG). The study combines three well-known theoretical models (Technology Acceptance Model (TAM), the Unified Theory of Acceptance and Use of Technology (UTAUT), and DeLone & McLean’s IS) to create a framework for evaluating user behavior, focusing on factors like ease of use, system quality, and external influences on adoption choices. Data were collected from 349 users across four regions of Tanzania using a quantitative survey methodology. Structural equation modelling (SEM) was used for analysis and testing the study hypothesis.

The results indicate that users' decision to continue using GePG is notably affected by factors like perceived usefulness, social influence, facilitating conditions, system quality, and information quality. Significantly, perceived usefulness emerged as the main factor, underscoring the role of system efficiency in promoting acceptance. However, the study revealed that continuous usage was not notably affected by perceived ease of use and service quality. Despite the presence of government e-payment systems, the survey shows that users prioritize functional benefits over ease of use.

This study fills the existing research gap of examining end-users’ acceptance and satisfaction of GePG. This study presents a validated conceptual model that is applicable to Tanzania and other developing countries, promoting ongoing technology adoption and efficient public service delivery.