An empirical study of the utilization and successful application of ict, in the service sector organizations in tanzania

In a developing country like Tanzania, success in ICT investments is not easily realized. Underutilization and non use of ICT frequently results in failure to meet objectives and frustration on the part of senior managers. This study examined whether there is success in ICT investments in the service sector in Tanzania. The study involved employed D&M IS success model developed in 1992 and reviewed in 2003. In this model the categories of IS success are considered to be interdependent and are System, Information and Service quality, System Use, User Satisfaction and Net Benefits. Data was collected by means of questionnaires and interviews. It has been found out that despite of the organizations investing in ICT, IS success has not been realized as yet. More investments and other measures are needed to ensure the availability of all the categories for IS success. The systems investigated were found to provide advantages to the organizations visited despite them being highly under utilized. The study concludes by suggesting other measures despite those directly mentioned on the model for IS success to be taken by organizations in Tanzania to ensure IS success.