Quality of Internet Service as Experienced by Tanzanians in 2016

Abstract

In this article, Quality of Experience (QoE) is discussed as experienced by Tanzanian internet users for the second biannual of 2016. It presents findings of the research that aimed at among other things, finding out the QoE in internet services offered by telecommunication companies and other internet service providers in the country. A qualitative approach was used to establish practical quality of experience issues considered important by Tanzanians. Online questionnaires distributed over social media mainly WhatsApp and Facebook were used to ask users about their experiences of the services they had been receiving, in which over 2000 responses were collected from all districts of Tanzania. It was established that usability, quality of service, price and after sale support were the main issues found to influence quality of experience for many. The findings in this article are useful for academicians, QoS and QoE researchers, policy makers and ICT professionals.