Factors influencing customers satisifaction on internet connection: the study of Tanzania Telecommunications Company Limited (TTCL)

The general objective of this study was to investigate factors influencing customers’ satisfaction on internet service. The study surveyed TTCL internet customers in Dar es Salaam and Coast regions. This study was prompted by the increase of complaints lodged by internet customers in Tanzania Telecommunications Company Limited (TTCL). Both primary and secondary sources of data were used in this study. Primary data were obtained through structured interviews and questionnaires. Sampling procedure involve both probabilistic and non-probabilistic sampling. The study involved both qualitative and quantitative research methods. In explaining some other findings, descriptive statistics were employed. The study discovered that availability of service all the times, high level of technical support and speed of downloading/uploading contents on the internet connections highly affects internet customers’ satisfaction. The researcher recommends that TTCL should improve the level technical support, reliability and the speed of internet in order to improve the level of satisfaction to their customers. The researcher recommends that future studies should search for factors hindering internet development in Tanzania.