The Effect of Electronic Payment System Challenges on Pension Contribution Collection Among Private Employers in Tanzania: A Case Study of the NSSF Ubungo Office.

Salim, Salma (2025) The Effect of Electronic Payment System Challenges on Pension Contribution Collection Among Private Employers in Tanzania: A Case Study of the NSSF Ubungo Office. Masters thesis, The Open University of Tanzania.

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Abstract

This study examined challenges of the Electronic Payment System (EPS) in pension contribution collection among private employers at the NSSF Ubungo Office. Guided by the Technology Acceptance Model (TAM), it explored how technological setup, usability, and organizational support influence adoption and performance of EPS. The research employed a positivist philosophy, quantitative approach, and explanatory design. A purposive sample of 366 employers was surveyed using structured questionnaires on a five-point Likert scale. Data were analyzed through descriptive and inferential statistics, including correlation and regression models. Findings revealed that technological factors particularly network connectivity, system speed, and security significantly affects EPS effectiveness. Usability challenges, such as limited computer skills, inadequate knowledge of EPS, and lack of technical assistance, were major constraints. Organizational support, including ICT infrastructure, staffing of ICT professionals, and coordination with NSSF, also influenced outcomes. Regression analysis showed that technological setup (β = 0.45), usability (β = 0.30), and organizational support (β = 0.20) explained 74% of the variance in pension contribution collection, with ANOVA confirming statistical significance. The study concludes that EPS performance is strongly affected by technological, usability, and organizational challenges, reflecting TAM propositions. It recommends improving ICT infrastructure, strengthening technical training, and enhancing institutional support to increase adoption and efficiency of EPS in pension contribution collection.

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