Contribution of the Management Information System on Improving Service Delivery at the Weights and Measures Agency in Tanzania

Abstract

This study was conducted to evaluate the impacts of Management Information Systems (MIS) at the Weights and Measures Agency (WMA) on operational efficiency, specifically by examining their contributions to customer service delivery and consumer protection, as well as their role in countering regulatory threats. The research, guided by the Technology Acceptance Model (TAM) and Stakeholder Theory, employed a cross-sectional design and collected data from 136 WMA employees and customers.
The findings indicate that the WMA-MIS significantly enhances customer trust through real-time verification of measuring instruments, improves fraud detection and the use of real-time SMS notifications. However, the study also identifies challenges, such as technological issues in the system and low user literacy, which limit the system’s full potential and negatively affect perceived accountability. Despite these issues, the WMA-MIS positively contributes to regulatory enforcement, revenue collection, and transparency. The research concludes with evidence-based recommendations for system upgrades, staff training, and public awareness campaigns to enhance usability and reliability, ultimately promoting fair trade, compliance, and customer protection.