Assessing the influence of system quality on the usefulness of ICT services provided to customers:

Abstract

The study has assessed the influence of system quality on the usefulness of ICT services provided to customers. The study used the explanatory research design and the quantitative approach. The sample size was 100 drawn. respondents comprised TTCL staff and customers. The study used both non-probability and probability sampling methods. Quantitative data was collected through questionnaires. The data were analysed by using descriptive statistics. Findings showed that flexibility of ICT service, perceived ease of use, response time, and system features have a significant influence on the usefulness of ICT services provided to customers by TTCL. It is concluded that the system quality, of ICT services provided by TTCL, significantly affects customers’ perceived net benefit. It is recommended that public ICT service providers should take advantage of the national ICT backbone system to improve the quality of the ICT system, the quality of the information system the and quality of ICT services.