Journal
Metropolitan Journal of Academic and Applied Research
MJAAR
E-Governance And Public Service Delivery: A Case Of Uganda Revenue Authority
Ssengabi Vicent, Kamugira Pophia
| Journal | Metropolitan Journal of Academic and Applied Research (MJAAR) |
| Volume / Issue | Vol. 5, No. 5 |
| Published | 31 May 2026 |
| ISSN | 3006-6417 |
Abstract
This study investigated the relationship between e-governance and public service delivery at Uganda Revenue Authority (URA). Using a descriptive and correlational research design, data were collected from 172 respondents including taxpayers, URA staff, and corporate clients. E-governance was operationalized through three dimensions: e-service accessibility, digital transparency, and online tax compliance systems. Service delivery was measured by service efficiency, accuracy, and user satisfaction. Descriptive statistics, Pearson correlation, and multiple regression analyses were employed. Results indicated that e-governance positively and significantly predicts service delivery (β = 0.587, R² = 0.481, F = 44.31, p < 0.001). Online tax compliance systems were the strongest predictor (β = 0.341, p < 0.001). The study recommends scaling up digital infrastructure and digital literacy programs to maximize the service delivery benefits of e-governance at URA.
Keywords
E-governance
service delivery
Uganda Revenue Authority
digital transparency
e-services
tax compliance.
Cite This Article
Ssengabi Vicent & Kamugira Pophia (2026). E-Governance And Public Service Delivery: A Case Of Uganda Revenue Authority. Metropolitan Journal of Academic and Applied Research, 5(5). https://journals.miu.ac.ug/pages/article.php?article_id=432
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