ASSESSMENT ON IMPACT OF QUALITY OF ICT SERVICES PROVISION BY PUBLIC ICT SERVICES PROVIDERS ON CUSTOMERS PERCEIVED BENEFITS

Abstract

The study has assessed the impact of the quality of ICT service provisions by pub. ICT service providers on customer, perceived net benefits In Tanzania using TTCL Arusha as a study case. Specifically, the study assessed influence of system quality on usefulness of ICT services provided to customers; assessed the contribution of information quality on customer's success; and examined the effect of service quality on customer's satisfaction. The study was theoretically guided. by the Information System Sec.. Model. The study used the explanatory reseal'. Design and utilized the concurrent mi. method approach. The study involved a sample of 100 respondents comprised of TTCL staff and customers. The study us.. Non-probability and probability same. methods. Quantitative data was collected through questionnaires, and interview guide was used to collect qualitative data The quantitative data w. analyzed by using descriptive and Inferential statistics, along .111 multiple linear regression to assess the impact of the selected ICT quality dimensions on customer's perceived net benefit_ Qualitative data was. analyses. by means of content analysis The findings on influence of service quality discloses that flexibility of ICT services perceived e. of use, response time, and system features have significant influence on usefulness of ICT sew,. Provided to customers by TTCL. In relation to the contribution of Information quality on customer's success the findings reveal that timeliness of information, reliability of information, accuracy of information and trustworthiness of information have significant contributor on customers. Success realized through ICT services. Findings on the effect of service quality on customer's satisfaction discloses. That responsiveness by the systems supports department and assurance of ICT services prowl. by TTCL have significant effect on customers' satisfaction. It is therefore concluded that system quality, information quality and service 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, quality of information system and quality of ICT services.