Analysis of Quality-Of-Service Parameters in Mobile Networks. Case Study of Kenyan Based Mobile Providers: A Consumer Perspective

Abstract: This study presents a comprehensive analysis of Quality-of-Service (QoS) parameters in Kenyan mobile networks, emphasizing the consumer perspective between 2015 and 2017. The primary objective was to evaluate the performance of major Kenyan mobile service providers by examining key QoS dimensions such as network coverage, connection speed, service reliability, and customer satisfaction. Utilizing a mixed-methods research design, the study combined quantitative data from large-scale network measurements and consumer surveys with qualitative insights gathered through interviews and focus group discussions. Data collection encompassed diverse geographical locations and user demographics to ensure representativeness, and rigorous statistical techniques were employed to analyze the results. Findings revealed significant variability among providers with respect to service availability and quality, highlighting areas where improvements are critical. Notably, while network coverage was generally satisfactory in urban centers, rural and marginalized regions experienced considerable service gaps. Consumer feedback underscored challenges related to intermittent connectivity, slow data speeds, and perceived transparency in service delivery. The significance of this study lies in its empirical evidence-based approach, informing stakeholders — including policymakers, industry regulators, and service providers — about prevailing QoS conditions and consumer experiences in Kenya's evolving telecommunications landscape. By focusing on the consumer dimension, the research advances understanding of how technical performance metrics translate into real-world user satisfaction and offers actionable recommendations to enhance mobile network quality and inclusivity in Kenya.