https://www.ajol.info/index.php/aqssr <p>The African Quarterly Social Science Review (AQSSR) stands tall as a distinguished peer-reviewed journal, seamlessly blending intellectual exploration with an unwavering commitment to excellence. As a beacon guiding scholars, students, and educators, AQSSR offers a vibrant platform for peer-reviewed research articles and empirically driven works in the realm of social sciences. Embracing diversity in thought and methodological rigor, AQSSR fosters an environment where scholarly inquiry thrives. With a dedication to advancing knowledge and understanding, articles are welcomed on a rolling basis, ensuring a dynamic exchange of ideas and insights. By upholding the highest standards of scholarship, AQSSR continues to be a trusted resource for academics and practitioners alike, shaping discourse and driving progress in the field of social sciences across Africa and beyond.<br /><br /><strong>Aims and Scope</strong><br />Our aim is to cultivate a dynamic environment that not only provides access to the latest literature and innovations in the social sciences but also fosters the exchange of ideas and expertise in Africa and beyond.<br /><br />You can view this journal's own website <a href="https://quarterlyreview.net/ojs/index.php/aqssr/index" target="_blank" rel="noopener">here</a>.</p> AJER Publishing, https://ajerpublishing.info/ en-US African Quarterly Social Science Review 3006-3493 https://www.ajol.info/index.php/aqssr/article/view/283878 <p>This study examines the dynamics connected to the provision of internet service in Tanzania. Specifically, the study seeks to systematically analyse user perceptions service quality across different ISPs and identify the factors influencing their preferences and choice of ISPs. Two theoretical models, the Service Quality Theory (SERVQUAL) and the Expectancy Disconfirmation Theory (EDT) were applied to guide the study. A qualitative single case study design was used, with more than 800 user-generated comments extracted from a celebrity’s Instagram post. Data were analysed using sentiment analysis, qualitative and quantitative techniques. Our results show that while users acknowledge improvements in reliability of network, still inconsistencies remain, particularly in specific zones of Dar es Salaam and rural areas. T-CONNECT is perceived as having the most reliable network compared to other ISPs. Speed consistency remains a critical issue for all ISPs, with T-CONNECT seen as the most stable, whereas SKT-TZ and TZ-NET struggle, especially during peak hours. SKY-TZ, TZ-NET and TZ-LINK face coverage challenges, especially in rural areas due to infrastructure constraints. Moreover, the study highlights a high demand for reliable service, a push for fiber-optic infrastructure, and a cautious but optimistic outlook on 5G. Generally, the findings reveal that customers’ perceptions of internet service quality are influenced by network quality, and customer service and technical support. Challenges such as connectivity and network issues, pricing transparency and service plans, and customer support significantly affect user satisfaction and ISPs competitiveness. The contribution of this paper stems from its use of advanced NLP methods to examine user sentiments toward Tanzania’s ISPs from Instagram data, to provide insights and comprehensive understanding to industry practitioners and policymakers in promoting a more sustainable future for the industry.</p> Mercy M. Komba Gabriel V. Komba Copyright (c) 2024 Mercy M. Komba, Gabriel V. Komba https://creativecommons.org/licenses/by-nc/4.0 2024-10-07 2024-10-07 1 4 1 10