The Implementability of the Quality Service Delivery in the Tanzania's Telecommunication Industry. The Case of ICT Mobile Services in the Tanzania Telecommunication Corporation

Abstract

This study examined the implementability of quality service delivery in Tanzania's telecommunication industry, using Tanzania Telecommunication Corporation (TTCL) as a case study. The specific objectives were to determine the extent to which reliability of service, responsiveness, and customer assurance influence quality service delivery. A quantitative approach was employed with 111 conveniently sampled TTCL customers in Dar es Salaam. Data were analyzed using multiple regression analysis with SPSS. The findings revealed that responsiveness and assurance had positive and statistically significant relationships with quality service delivery, while reliability showed a positive but non-significant relationship. The three constructs collectively explained 11% of the variance in quality service delivery. The study concludes that responsiveness and assurance are the strongest predictors of quality service implementation in Tanzania's telecommunication sector. Key recommendations include prioritizing investment in staff training to enhance responsiveness, strengthening customer assurance mechanisms through reliable service delivery, and implementing systematic service quality monitoring using the SERVQUAL framework.

Keywords: Service quality, SERVQUAL, responsiveness, assurance, telecommunications, Tanzania, TTCL, customer satisfaction