FACTORS AFFECTING THE PERFORMANCE OF PUBLIC ENTITIES IN TANZANIA: A CASE STUDY OF TANZANIA TELECOMMUNICATIONS CORPORATION LIMITED (TTCL)

Abstract

ABSTRACT The telecommunications sector serves as a vital catalyst for economic expansion and the advancement of digital technologies; however, publicly owned telecommunications enterprises often struggle to maintain a competitive position. These difficulties typically stem from internal operational inefficiencies, antiquated infrastructure, and regulatory limitations. This research examines the determinants impacting the performance of public telecommunications organizations, with a particular emphasis on Tanzania Telecommunications Corporation Limited (TTCL). Despite TTCL's pivotal role in the dissemination of mobile and internet services, the organization faces significant challenges, including limited network coverage, cumbersome decision-making processes, financial management issues, and escalating competition from private-sector operators such as Vodacom, Airtel, and Yas. Drawing on the Resource-Based View (RBV) framework, this investigation underscores the significance of internal assets personnel, financial, and technological capabilities in preserving a competitive edge. A descriptive research methodology utilizing a mixed methods approach was implemented, gathering data from 337 participants, including TTCL personnel, clients, and representatives from the Tanzania Communications Regulatory Authority (TCRA). Data were collected through standardized questionnaires, comprehensive interviews, and documentation reviews to evaluate internal factors, technological adoption, and user satisfaction. The results suggest that TTCL's operational performance is notably affected by employee proficiency, sound financial management, effective leadership and oversight, technological preparedness, and consumer-oriented approaches. While these elements have positively influenced income expansion, service delivery effectiveness, and competitive positioning in the marketplace, shortcomings persist in technological advancement, risk mitigation, and skill enhancement. Issues such as circumscribed network accessibility, protracted decision-making processes, and client unhappiness continue to impede peak operational performance