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TECHNOLOGY BARRIERS TO QUALITY OF SERVICE OFFERED
BY CYBER CAFES: A CASE STUDY OF CYBER CAFES IN THE
NAIROBI CBD
BY
MWITA MICHAEL MARWA
UNITED STATES INTERNATIONAL UNIVERSITY
FALL 2013
TECHNOLOGY BARRIERS TO QUALITY OF SERRVICE OFFERED
BY CYBER CAFES: A CASE STUDY OF CYBER CAFES IN THE
NAIROBI CBD
BY
MWITA MICHAEL MARWA
A Project Report Submitted to the Chandaria School of Business
in Partial Fulfillment of the Requirement for the Degree of
Masters in Business Administration (MBA)
UNITED STATES INTERNATIONAL UNIVERSITY
FALL 2013
ii
STUDENT’S DECLARATION
I, the undersigned, declare that this is my original work and has not been submitted to any
other college, institution or university other than the United States International University in
Nairobi for academic credit.
Signed:_______________________ Date:___________________
Mwita Michael Marwwa, (ID No. 633158)
This project has been presented for examination with my approval as the appointed
supervisor.
Signed:______________________ Date:____________________
Mrs. Leah Mutanu
Signed:______________________ Date:____________________
Dean, Chandaria School of Business
iii
COPYRIGHT
©Mwita Michael Marwa, ID No. 633158, 2013
All rights reserved. No part of this study may be reproduced, stored in any retrieval system,
or transmitted in any form or by any means, electronic, magnetic tape, photocopying,
recording or otherwise, without prior permission in writing from the author.
iv
ACKNOWLEDGEMENT
Let me start by first thanking my Lord Jesus for the gift of or life, health and wisdom. It is
through Him that success is only possible. Many thanks shall go to my family, who
supported me tireless through this journey. Thank you Mum, Rachael, Victor and Beyonce
for your patience and endless support.
I am very grateful to the USIU fraternity, starting with my mentor and supervisor, Mrs Lea
Mutanu, for her invaluable guidance and support. To Mr. Otsola and Prof. Wambalaba, your
training and work on Research Methodology has been most instrumental. There may not be
enough words to thank Mr. Kaiya Obosi and Nancy Okatch, my very able research assistants
who helped me with the administration of questionnaires in the field. Many thanks go to
Eugene and Lihanda Francis, for the invaluable encouragement and help in research skills.
My other appreciation goes to Wilberforce Tanui for his immense encouragement and
general advice. Not forgetting my respondents who took their time to give their genuine
feedback, both at the pilot and final phases. I thank all the owners, general staff and
administrators of the involved cyber cafes. Indeed it is not possible to individually thank
everyone who contributed in his or her various ways, large or small. Please do know that I
remain forever grateful
v
DEDICATION
My dedication goes to my family, Mum, Rachael, for their unwavering love and support.
To Victor and Beyonce, thank you for allowing me to spend so much time away, and for all
your care and support.
Finally, to my Supervisor, Mrs. Leah Mutanu, for your mentorship and clear guidance.
I truly would not have made it without you. Thank you.
vi
ABSTRACT
The purpose of the study was to determine the barriers to quality of services offered by
Internet cafés in the Nairobi Central Business District. This study was guided by the
following research questions: What is the general technical status of cybercafés in the
Nairobi CBD? What are the technological factors that impede the quality internet service
provision in the Nairobi CBD?, And What are the technological strategies that can be adopted
to improve the quality of internet café services in Nairobi CBD?
The study adopted a descriptive research design. The most important goal of this research
was to describe the information and characteristics about what is to be studied. The target
population in the study was both cybercafé staff and users of the cybercafé services within
Nairobi CBD. Simple random sampling technique was employed to select 64 respondents as
it is necessary for the nature of the subject. This sampling technique allowed the researcher to
ensure that each case in the population has an equal chance of being included in the sample.
A questionnaire was a data collection tool that was use to collect the relevant information
needed for analysis. Inferential statistics was the statistical tool that was used to extract
findings and present results.
The study sort to find out more about technical status of cybercafés within Nairobi CBD to
ascertain the quality of internet services provided. The study found that cybercafés
experience frequent raids by Kenyan authorities. It was also found out that in the cybers,
there are more un-functioning and obsolete devices like printers and computers. The latter
explains why there is still a large unsatisfied demand in Kenya for internet service. From the
study, it is noted that expenses for providing cybercafé services are high and this is due to
competition being experienced which leads to low profits. The study found out that some
government regulations pertaining to cybercafé operations are unrealistic and unsustainable
hence enhance cyber crime which is a major problem in Kenya.
According to the study, cybercafés face technological challenges that impede their delivery
of quality services. Poor telecommunication facility is one of the key challenges facing
cybercafés. The poor telecommunication facility is caused by lack of amendments of ICT
vii
policies to make them current hence making café owners heavily rely on friends and
associates to manage and maintain hardware and software. The study found that a sound
telecommunication infrastructure is vital for internet cafes growth. Due to the latter
statement, repairing and maintaining cyber café equipment is crucial for efficient operation
of the cybercafés. It was found that network and applications in Kenyan communication
industry are not fully digitized hence slowing down access speed. This causes the most
obstacles in increasing internet usage in Kenya.
The study found and ranked the strategies to improve quality of cybercafé services according
to how quick the strategies need to be implemented. The following measures are given the
first priority; more websites in Swahili should be designed, stakeholders should enhance
safety and security in the cyber and its immediate environment, there should be proper
coordination by major stakeholders in the telecommunication sector, cyber staff ought to
provide assistance to clients experiencing technical problems while accessing the net and
Kenya should adopt to advanced network which is digital and fiber optic around the whole
country. The study also found that telecommunication regulations should reform to help the
private sector compete and develop infrastructure.
The study concludes that it is very significant that cybercafés experience frequent raid by
Kenyan authorities. The study also concludes that cybercafés are exposed to many
technological impediments as far as their business of offering services to the general public is
concerned. It was concluded that electrical power breakage, poor telecommunication
facilities and lack of amendments of ICT policies are highest significant impediments that
compromise the quality of the services offered by cybercafés.
The study recommends that cybercafé owners should refrain themselves from buying un-
functioning and obsolete devices that never add value to their quality of service. Electrical
power breakage is the first impediment that hinders the quality of the service offered hence
the study recommends the management and owners of Cybercafés to invest in power backups
that would ensure smooth running of their services. The study recommends the
telecommunication stakeholders to design more website in Swahili to increase the usage of
internet services.
viii
LIST OF ABBREVIATIONS
BSNL Bharat Sanchar Nigam Limited
CCK Communication Commission of Kenya
GDP Gross Domestic Product
IBGO Internet Backbone and Gateway Operator
ICT Information and Communication Technology
IDRC International Development Research Centre
IICD Institute for International Cooperation and Development
ISP Internet Service Provider
ITU International Telecommunication Union
IXP Internet Exchange Point
LAN Local Area Network
NGO Non-Governmental Organization
NII National Information and Communication Infrastructure
NITEL Nigerian Telecommunication Limited
DELSU Delta State University
NDU Niger Delta University
OECD Organization for Economic Cooperation and Development
PC Personal Computer
KSH Kenya Shilling
UN United Nations
ix
TABLE OF CONTENTS
STUDENT’S DECLARATION ............................................................................................. ii
COPYRIGHT ......................................................................................................................... iii
ACKNOWLEDGEMENT ..................................................................................................... iv
DEDICATION......................................................................................................................... v
ABSTRACT ............................................................................................................................ vi
LIST OF ABBREVIATIONS ............................................................................................. viii
TABLE OF CONTENTS ...................................................................................................... ix
LIST OF TABLES ................................................................................................................. xi
LIST OF FIGURES .............................................................................................................. xii
CHAPTER ONE ..................................................................................................................... 1
1.0 INTRODUCTION........................................................................................................ 1
1.1 Background of the Problem ........................................................................................... 1
1.2 Statement of the Problem ............................................................................................... 4
1.3 Purpose of the Study ...................................................................................................... 5
1.4 Research Questions ........................................................................................................ 5
1.5 Significance of the Study ............................................................................................... 5
1.6 Scope of the Study ......................................................................................................... 6
1.7 Definitions of Terms ...................................................................................................... 7
1.8 Chapter Summary .......................................................................................................... 8
CHAPTER TWO .................................................................................................................... 9
2.0 LITERATURE REVIEW ........................................................................................... 9
2.1 Introduction .................................................................................................................... 9
2.2 General Technical Status of Cybercafé Services ........................................................... 9
2.3 Technology Factors Impeding the Quality of Internet Café Services .......................... 13
2.4 Technology Strategies to Improve the Quality of Services at Cybercafés .................. 20
2.5 Chapter Summary ........................................................................................................ 25
CHAPTER THREE .............................................................................................................. 26
3.0 RESEARCH METHODOLOGY ............................................................................. 26
3.1 Introduction .................................................................................................................. 26
x
3.2 Research Design........................................................................................................... 26
3.3 Population and Sampling Design ................................................................................. 27
3.4 Data Collection Methods ............................................................................................. 28
3.5 Research Procedures .................................................................................................... 29
3.6 Data Analysis Methods ................................................................................................ 30
3.7 Chapter Summary ........................................................................................................ 30
CHAPTER FOUR ................................................................................................................. 32
4.0 RESULTS AND FINDINGS ..................................................................................... 32
4.1 Introduction .................................................................................................................. 32
4.2 Demographic Information ............................................................................................ 32
4.3 Technical Status of Cybercafés .................................................................................... 37
4.4 Technological Factors Impeding the Quality of Cybercafés‟ Internet Service ............ 41
4.5 Technology Strategies to Improve Quality of Cybercafés Services ............................ 45
4.6 Chapter Summary ........................................................................................................ 49
CHAPTER FIVE .................................................................................................................. 50
5.0 DISCUSSIONS, CONCLUSION AND RECOMMENDATIONS ........................ 50
5.1 Introduction .................................................................................................................. 50
5.2 Summary ...................................................................................................................... 50
5.3 Discussions .................................................................................................................. 51
5.4 Conclusions .................................................................................................................. 56
5.5 Recommendations ........................................................................................................ 57
REFERENCES ...................................................................................................................... 59
APPENDIX I: COVER LETTER ....................................................................................... 63
APPENDIX II: QUESTIONNAIRE ................................................................................... 64
xi
LIST OF TABLES
Table 4.1: Response Rate ........................................................................................................ 32
Table 4.2: Computer Skills ..................................................................................................... 33
Table 4.3: Cyber Location ...................................................................................................... 34
Table 4.4: Number of Customers versus Cybercafé Location ................................................ 35
Table 4.5: Browsing Charges .................................................................................................. 36
Table 4.6: Cybercafé Charges versus Location ...................................................................... 37
Table 4.7: Technical Status of Cybercafés ............................................................................. 38
Table 4.8: Unsatisfied Internet Demand ................................................................................. 39
Table 4.9: Cybercafé Expenses ............................................................................................... 40
Table 4.10: Cost of Bandwidth ............................................................................................... 41
Table 4.11: Technological Factors and Quality of Cybercafés ............................................... 42
Table 4.12: Power Blackouts .................................................................................................. 43
Table 4.13: Telecommunication Facilities .............................................................................. 43
Table 4.14: Internet Café Growth ........................................................................................... 44
Table 4.15: Correlation of Technological Impediments ......................................................... 45
Table 4.16: Strategies to Improve Quality of Cybercafés Services ........................................ 46
Table 4.17: Regulatory Reforms ............................................................................................. 47
Table 4.18: Assembling Personal Computers ......................................................................... 48
Table 4.19: Safety and Security .............................................................................................. 49
xii
LIST OF FIGURES
Figure 4.1: Age Representation .............................................................................................. 33
Figure 4.2: length of service ................................................................................................... 36
CHAPTER ONE
1.0 INTRODUCTION
1.1 Background of the Problem
The earliest cybercafé well-known as Cyberia café opened in London in 1994 (BBC, 2001).
The term cybercafé refers to combining computer connectivity with somewhere to have a cup
of coffee or tea in a public place. Later cybercafés spread worldwide to other countries such
as the UK, Australia, USA, and Canada. Cybercafés remain avenues for friends to meet, read
newspapers, have discussions, read and reply to their e-mails. Today, there is communication
between friends and workmates via e-mail, from offices, or from the comfort and
convenience of people‟s own homes, mobile phones, and progressively more from
cybercafés (Sairosse and Mutula, 2003).
Cybercafés all over the world offer people with a chance to access to the World Wide Web
(W.W.W) for diverse reasons. According to Sairosse and Mutula (2003), Mozambique,
Senegal, Malawi, Ghana, Tanzania, and Kenya are examples of nations in Africa that have
the highest number of cybercafés. Internet cafés are places where the public can access
Internet services provided by entrepreneurs for a payment. These Internet cafés are
sometimes run as part of services provided in restaurants, hostels, etc. or could be places set
aside entirely for the general public to access Internet services. Internet cafés are run in
order to enable people who either do not have personal Internet connectivity or are travelling
to access resources and services of the Internet. Because of the high charge of Internet
connectivity for private individuals, Internet cafés have consequently become very popular in
Kenya. In Kenya, cybercafés are concentrated in Nairobi with the exact number not easy to
estimate with precision, since there is no correctly kept documentation by the government in
relation to the registered cybercafés
Now it is insufficient to just provide a service to customers, because what was considered
good enough in the past is not enough now (Coyles and Gokey, 2005). If a customer feels
that the service delivered to him/her does not meet or exceed his/her expectations, he/she will
easily switch to another company. For this reason, it is important for a service organization to
2
understand its customers, to be aware of their needs and expectations, and of course to know
how they perceive the quality of the service provided to them. Indeed, the quality of service
is sometimes more important for customers than the cost of acquiring that service
(Ranaweera and Neely, 2003).
Therefore, to satisfy customers, a service organization needs to understand how customers
evaluate the quality of the service they receive and the basis on which they become loyal to
that organization (Kandampully, 1998). For this reason, Internet cafes have to focus on
providing customers with the highest possible level of quality services. Service quality is the
degree to which customer‟s perception and expectation of a particular service differ from
each other and direction, Xu et al., (2006). In this study, following the definition provided by
Xu, et al., (2006), perceived service quality is defined as the comparison that customers make
between the expectations and the perception of the method by which the service has been
delivered. Quality measurement in service firms differs from quality measurement in
manufacturing firms. When measuring service quality, the primary focus must be on external
quality which is the service quality perceived by customers (Holmund and Kock, 1996)
According to Adomi et al. (2003), a study done in the Delta State in Nigeria, the following
problems among others, were identified: high cost of internet connectivity ; loss of
contact/signals with ISP; high cost of equipment maintenance ; frequent or occasional
electricity black-outs; low patronage from customers; lack of search skills by some clients;
poor customer care and comfort; slow speed of Internet connection; non-functional e-
commerce facility; and cybercafé PCs not meeting user needs. In Tanzania, there are a lot of
generic statements albeit good ones, making many references to universal concepts and
statements of intent such as stating that they will increase the size and quality of ICT-skilled
human resource base in Tanzania without realistic, matching strategies on how this can be
achieved and sustained (Nnafie, 2002). Other obstacles facing ICT development in Tanzania
include lack of adequate financing and underdeveloped local industries to manufacture
components and parts for ICT hardware and infrastructure (Nnafie, 2002).
In a study done on the use of Internet by doctors in Sudan, it was revealed that the
technology itself is part of the problem to the doctors, for example, low bandwidth, viruses
3
and poor quality of the internet servers. There are increasingly frequent invasion of new
computer viruses, 500 ones discovered each month (Patterson, 2004). In Tanzania, areas that
must be tackled include the issue of Internet accessibility (Nnafie, 2002). This problem has
resulted into inadequate access to affordable telephones, broadcasting, and the Internet. In
Nairobi, cyber owners have to change Internet service providers regularly because of
inconsistency in terms of connections (Lati, 2009). Lati continues to observe that there is the
challenge of connections to ISPs being expensive. Adomi et al. (2003) argue that some
educational institutions, business organizations and business centers in Nigeria do have
computers, except very few organizations and some business centers, nearly all of these
computers are not connected to the Internet owing to the high cost of connectivity in addition
to high telecommunication charges.
Communication technology development is inhibited by Nigerian Telecommunication
Limited (NITEL), the only distributor of telecommunication services, and frequent electricity
interruption from the state grid. Without electricity, computers and printers, etc. cannot work
and, when there is no telephone, information networking certainly cannot work. NITEL
regularly interrupts Internet services, fax machine and the Web site (Adomi et al. 2003).
Among the problems affecting internet usage in Nigeria in the cyber cafe is slow internet
access speed, longtime to view/download web page, difficulties in finding relevant
information and off and on internet connectivity, Tiemo and Ubogu (2012). Problems
encountered when using the cyber café by students from DELSU and NDU Universities in
Nigeria were: inadequate ICT personnel, shortage of computers, slow internet access,
inadequate electricity supply, high cost of airtime, regular system breakdown, inadequate
conducive environment (Tiemo and Ubogu, 2012).
In South Africa, Internet use has some shortcomings which include inconvenience vis-à-vis
blocking the telephone line for voice calls; higher costs of access during peak telephone
traffic hours; slower speed than other options; lack of reliability at times; and incompatibility
with requirements of heavy Internet users (Brown et al. 2009).
For the Nairobi case the researcher zeroed in on three main technology barriers that are most
applicable to the city. These barriers are: low investment in infrastructure, slow broadband
4
connection speed by ISPs, power black-outs, high cost of equipment maintenance, high
access fees charged by ISPs, lack of local content, clients lacking necessary skills. Demand
for Internet café services probably depends on peoples‟ awareness and interest and on the
quality and relevance of services offered (Bjorn et al, 2005). These factors have widely been
cited by many authors as the most commonly occurring obstacles to Internet café services in
developing countries. Kenya is a developing country and faces these obstacles.
1.2 Statement of the Problem
The Internet has been variously described as important for development. There are around
one billion Internet users worldwide. However, this is approximately only 5 percent of
Internet growth that has been achieved. Internet access between rural and urban areas in
Africa is skewed in favor of urban areas (Sairosse and Mutula, 2003). The question is what it
can do for those regions of the world that have traditionally had only limited access to ICTs.
In theory, it can broaden and enhance access in developing countries because it offers a
relatively cheap, versatile and technically efficient service that complements standard
telephony. Furthermore, the Internet can allow businesses from developing countries to
“leapfrog” into the development mainstream because Internet commerce will allow them to
sell their goods and services directly to customers. The Internet also offers considerable
promise in facilitating the delivery of basic services, such as health and education, which are
unevenly distributed at present. In this view, the Internet is a way of nullifying the traditional
disadvantages of the developing world, such as distant markets, under-invested basic
infrastructure and under-utilized capacity (Nnafie, 2002)
The question is how realistic is this viewpoint. The majority of Internet hosts are in
developed countries, suggesting that wealth and education are major factors driving Internet
diffusion. So the issue is what the barriers are to Internet access and quality of the Internet
services in developing countries (Nnafie, 2002). In Nairobi city centre, colleges and satellite
public and private universities are opening doors nearly every month. According to the
Economy Survey 2009, students admitted by both public and private universities increased
by 3.9 per cent thus putting a strain on university facilities like computer labs in Kenyan
Universities and colleges. This has necessitated the need for students to use cyber cafés to do
5
assignments and research projects (Lati, 2009). In Kenya, like any African capital city,
cybercafés are concentrated in Nairobi. A shortage of infrastructure, notably of telephone
lines, is a further big obstacle to increasing Internet access in developing countries.
Furthermore, availability of content, in an appropriate language also affects the diffusion of
the Internet. According to a research by the Internet Society, more than 80 per cent of web
pages are in English, though only 54 per cent of Internet users have English as their mother
tongue (Nnafie, 2002).
Few studies have been conducted in developing countries to ascertain the technological
barriers to quality of services offered in cyber cafes. Tiemo and Ubogu (2012) conducted a
research in two Nigerian Universities on the use of cybercafés for academic purposes and it
was learnt that majority of the students were not satisfied with the cyber café services as a
result of some problems such as shortage of computers, slow internet access, regular system
breakdown and high cost of airtime.
1.3 Purpose of the Study
The purpose of the study was to determine the barriers to quality of services offered by
Internet cafés in the Nairobi Central Business District.
1.4 Research Questions
This study sought to answer the following questions:
1.4.1 What is the general technical status of cybercafés in the Nairobi CBD?
1.4.2 What are the technology factors that impede the quality Internet café service
provision in the Nairobi CBD?
1.4.3 What are the technology strategies that can be adopted to improve the quality of
Internet café services in the Nairobi CBD?
1.5 Significance of the Study
This study has significance to the following parties:
6
1.5.1 Internet Café Owners and Administrators
The study provides café owners with information about technology barriers and how it
affects the quality of their services. The owners and administrators are able to identify the
best strategies to use that enhance the quality of the services offered by reducing
technological barriers.
1.5.2 Internet Users
The study avails full information about technological barriers and how quality services are
hampered as a result of the barriers. Due to this, the users would know the best internet
service provider that has minimized the barriers hence become effective and efficient in all
manners.
1.5.3 Policy Makers and Other Concerned Parties
The policy makers would benefit a lot from the study. They would use the study to identify
the technological barriers that internet users face while using the services. Due to the availed
information about the barriers, policy makers would develop best strategies that would help
in minimizing the barriers for the benefit of the users.
1.5.4 Academicians and Researchers
The study provides scholars with a base under which they build their prospect studies. The
scholars benefit from this study by broadening their understanding and knowledge on
technology barriers to quality of services offered by cyber cafes.
1.6 Scope of the Study
The study was done in Nairobi CBD. This is the leading city in financial services sector in
Kenya and the entire East African region. The Nairobi Central Business District area is
appropriate for this study because it has many customers served by a big number of Internet
cafes. Therefore, the city of Nairobi was selected as the research site due to its abundance of
Internet cafes and customers in the region. Appropriate sampling technique was used to
7
ensure the sample is representative. The focus of the study was on a sample size of sixty four
cyber café owners and users located in Nairobi CBD which took a period of approximately
three months starting from May 2013 to July 2013.
1.7 Definitions of Terms
1.7.1 Internet café
An Internet café or cybercafé is a place which provides internet access to the public, usually
for a fee (Yildiz, 2003).
1.7.2 Digital Divide
A term used to describe the discrepancy between people who have access to and the
resources to use new information and communication tools, such as the Internet, and people
who do not have the resources and access to the technology (Geer, 2003).
1.7.3 e-government
E-government is a generic term that refers to any government functions or processes that are
carried out in digital form over the Internet (Gronlund and Horan, 2004).
1.7.4 Internet Access and Internet Service Provider
Internet access refers to the means by which users connect to the Internet while Internet
Service Provider is a company that provides Internet services, including personal and
business access to the Internet (Geer, 2003).
1.7.5 Telecenters
Telecenter is a facility that offers community members the ability to use ICTs (information
and communication technologies) in a publicly shared manner (Maddon, 2005).
8
1.7.6 ICT policy
ICT policy can be defined as a set of guidelines that provide an ICT framework to all
technology stakeholders addressing ICT duties, responsibilities and rights (Alinaghian et al.,
2011).
1.8 Chapter Summary
In this chapter, the study introduced the research topic; explained its importance, scope and
lay bear the foundation for the purpose of the study. The study focused on the possible
drawbacks in terms of barriers faced by the Internet cafés owners and the customers. In the
next chapter, chapter two, the study examines the existing literature on the issue of
technological barriers and quality of services provided. Chapter three provides the research
method the study adopted while chapter four and five was about the findings and results and
discussions, conclusions and recommendations respectively.
9
CHAPTER TWO
2.0 LITERATURE REVIEW
2.1 Introduction
Inequality at the level of the quality of Internet services in different countries exist. Beyond
the device used to access the web, is the network of electrical power, the telephone and
communication facilities without which the Internet does not exist. The digital inequality
could be considered at five different levels: differences in technical apparatus people use to
access the Internet, location of access, the extent of one‟s social support networks, the types
of use to which one puts the medium, and one‟s level of skill, (Oyelaran and Lal, 2005). In
this chapter general technical status of cyber café services, technology factors impeding the
quality of Internet café Services and technology strategies that can be adopted to improve the
quality of services offered by cybercafés will be looked at.
2.2 General Technical Status of Cybercafé Services
Major differences exist in Internet accessibility among countries and regions, reflecting a
global digital divide and information poverty in parts of the world. In addition, within
developing countries we see clear tendencies towards increased concentration of information
flows to urban and central areas (Wong, 2002; Mwesige, 2004). Economically disadvantaged
countries and rural and peripheral districts within these nations tend to fall further behind in
human resource development as well as in economic progress and political participation.
Expansion of Internet access in poor areas is facilitated by arrangements for public use, such
as Internet kiosks, cybercafés, or multipurpose community telecentres (Rogers and Shukla,
2001).
The Internet café (or cybercafé) concept has been successfully spread to poor countries
mainly because it combines reasonably priced access to the Internet with some food and
beverage services together with the chance to socialize with fellow users and to pick up new
knowledge and ideas on computer usage. Internet cafés in developing countries thus offer
opportunities for ordinary people to obtain access to information and opportunities to
communicate. They might, however, also represent a threat to traditions and cultural values.
10
Rathore and Alhabshi (2005) report from Malaysia that cybercafés have primarily emerged
as entertainment hubs. The illicit activities in some of these cafés pose a cultural threat to the
norms of the Malaysian society and the government has worked relentlessly to reduce the
„evilness‟ associated with cybercafés. In some countries, they are even regarded as a political
challenge.
In China, for instance, Hong and Huang (2005) report on people‟s growing interest in using
Internet cafés and the authorities‟ dilemma as between promoting information and resisting
democratization by this means. They also report an extensive use of Internet cafés by
youngsters and even minors for commercial gambling, violent games, and viewing
pornography. A high number of Internet cafés have been closed down by the Chinese
authorities aiming to fight „unethical‟ use of the Internet and to build a safer environment for
young Chinese people. On the other hand, cybercafés can function as centres for support,
education and learning about new tools and therefore could help people to overcome skill
deficits which would normally exclude them from access to information and new
technologies (Haseloff, 2005).
Wahid et al. (2004) estimate the number of Internet cafés in Indonesia to be around 2000.
The cafés are highly concentrated and the vast majority is found in the larger cities on the
centrally located and densely populated island of Java. Other major agglomerations in
Indonesia include the tourist sites of Bali and Lombok. The appropriateness of technology is
a concern in various parts of the world such as Sri Lanka and South Africa where the are
indications of lack of content in local language and lack of locally relevant content
prohibiting users from getting benefits provided by ICT (Gomez et al., 2009).
In the developing countries such as the Latin America there is lack of political will and
support for ICT development leading to a mismatch between aspiration and reality. Change
of governments makes it hard to have follow-through on planned government initiative. This
is coupled with a weak legal and regulatory framework. In Bangladesh, for example ICT use
is costly to users due to government network telecommunications monopoly (Gomez et al.,
2009).
11
2.2.1 Internet Cafes Status in Africa
The extension of infrastructure for the use of the Internet in developing countries has
generally been much slower than in economically rich parts of the world (Bjorn et al., 2005).
Sairosse and Mutula (2004) mapped the users and use of cybercafés in Gaborone City in
Botswana. They found that cybercafés are increasingly playing a social role as well as being
centres of communication through e-mail. They also found some educational use through e-
learning.
Chachage (2001) asserts that the main use of the Internet in Internet cafés is email and that
the majority of Internet café users and staff in Tanzania lack knowledge in using Internet
resources. The Tanzania Communications Commission (TCC) licensed nine companies to
provide data communication services including Internet bandwidth. As a result of their
policy, Tanzania lacks cheap and high capacity connections to the global Internet, and there
is a large unsatisfied demand in the country for Internet access (Tanzania Ministry of
Communications and Transport, 2003).
The number of ISPs in Tanzania increased from one in 1993 to 23 in 2002, servicing between
10,000 and 15,000 subscribers (Tanzania Ministry of Communications and Transport, 2003).
Generally, most of the users of cybercafés services are young with ages 20-35.This indicates
that they could be in colleges or have just completed their schooling. A large percentage of
these users are males, Sairosse and Mutula (2003). Botswana is one of the leading countries
in Africa in term of telephone infrastructure development. The telecommunication
infrastructure in Botswana is all digital microwave and fiber optic system, providing high
quality services.
Sairosse and Mutula (2003) did a study on the economic impact of cybercafés in Gaborone,
Botswana where it was reported that 44% of the respondents stated they used the Internet for
communication purposes while 24% of the respondents said they normally used d the
Internet to transact business. The cybercafé competitiveness in Gaborone has resulted in the
users benefiting through the affordable cybercafé services. Size and location of a cybercafé
12
affected the volume of cybercafé business as those located in the central business district
have more volume than those not located in the central business district.
In developing countries, Internet access from homes is not a common phenomenon. Users
have to access the Internet from common service providers such as cyber cafes and other
institutions. This means one host provides Internet access to a large number of persons
(Oyelaran and Lal, 2005). Oyelaran-Oyeyinka and Adeya (2002) found that a large number
of faculty members within the university community access the Internet from cyber cafes.
Ease of access to the Internet is facilitated by the wide availability and quality of Internet
Hosts (Oyelaran and Lal, 2005). African countries need greater investment flows, since huge
investments are a prerequisite to building effective communications networks.
2.2.2 Internet Cafes Status in Kenya
Internet service providers are not expected to invest in cyber cafes unless a reliable
communication network is available. In addition to last mile connectivity, investment on
national and international telecommunication infrastructure, which includes long distance
and satellite communication, is equally important. A reliable national and global
communication is necessary for smooth functioning of the Internet at the end-user (Oyelaran
and Lal, 2005). Sairosse and Mutula (2003) say by the year 2002, there were 300 cybercafés
in Kenya and most of which were located in Nairobi the capital city.
Today, since there is no correctly kept documentation by the government in relation to the
registered cybercafés, it is hard to estimate their exact number. Some of these cybercafés in
Kenya do offer training (both online and offline) as a means of increasing their own clientele,
others are training in Web design programs or software. Still, a few others are offering CD
recording, and digital imaging, (Sairosse and Mutula 2003). The balancing Act report
observed that in Kenya, the majority users of cybercafés are aged 23-35 where 55 per cent of
them are men and 45 per cent women. Accessing e-mail is the most popular reason for
visiting cybercafés amongst this group and constitutes 60 per cent of all access time,
(Sairosse and Mutula, 2003).
13
2.3 Technology Factors Impeding the Quality of Internet Café Services
How to adopt Information Technology (IT) successfully in Developing Countries is one of
the most pressing current developmental issues. Since IT became commercial in the early
1990s, it has diffused rapidly in developed countries but generally slowly in developing ones
(Achimugu et al, 2009). Key factors contributing to this situation include the limited
availability and reliability of the local access network, the fact that ISPs have focused on
Internet access rather than Internet services and applications and the limited ICT penetration
in academic, commercial, health, government and other sectors, (CCK, 2007).
2.3.1 Investment in Telecommunication Infrastructure
A sound telecommunication infrastructure is vital for the growth of Internet services,
Sairosse and Mutula (2003). African countries have a comparably weak physical and
knowledge infrastructure base, exemplified by poor telecommunications and transport
facilities (Oyeyinka, 2005). In Kenya, investment by operators and service providers
(licensees) has been very low (CCK, 2007). There are often challenges for intermediaries in
performing their various functions. For example there may be challenges to ensure there is
sufficient investment in infrastructure to meet network capacity demands, while maintaining
the openness that has characterized the Internet„s success to date. A related issue is how best
to stimulate creative destruction and innovation in communications infrastructure, while at
the same time creating an environment that supports investment (OECD, 2010).
In India, rural regions face acute infrastructural pressures to maintain on-line services. Kiosk
operators experience severe constraints in ways their ICT ventures depend on extraneous
players and agencies. The internet becomes a very expensive and frustrating experience to
both owners and clients of kiosks when hardware break down coupled with huge
connectivity and troubleshooting issues collide with periodic power cuts (Rangaswamy,
2006). There are concerns in India over the lack of competitive telecommunication service
providers especially in the rural areas (Rangaswamy, 2006).
Unlike many earlier studies that have considered access cost as a factor that influenced the
penetration of the Internet, per capita investment on the communication infrastructure has
14
been used as a measure of the quality of connectivity. The diffusion of the Internet in those
countries that have invested more on communication networks is higher than those that
invest relatively less (Oyelaran-Oyeyinka and Lal, 2005). A major barrier in IT diffusion is
the poor condition or limited availability of physical infrastructures in developing countries.
Existing telecommunications networks are often limited to urban areas only, and even these
offer poor services in contrast with the ultra high-speed systems present in IT-advanced
countries. Modernizing existing infrastructures as well as building new ones in rural and
remote areas is thus the key issue (Sedoyeka, 2012).
IT services generally are provided through communication lines, and it is essential to build or
improve these facilities in underdeveloped areas. Cheaper and complementary methods
should therefore be identified as basic infrastructures are developed step by step. One would
be to use satellites, which should cover as many areas as possible to ensure economies of
scale and financial sustainability. Many countries use satellites as a major
telecommunications infrastructure; they are particularly popular in Eastern European
countries. Cellular-phone services, which do not require wires, offer another method.
Wireless telecommunication services are rapidly replacing wired ones and are leading in the
telecommunication markets (Sedoyeka, 2012)
Developing infrastructures is expensive and requires heavy funding, which cannot be borne
by individuals. The problem relates not only to the costs themselves but also to financial
sustainability of the infrastructures. Except in special cases, therefore, the local or national
government must be involved in the construction of the projects with a notion that IT should
be a universal service to all inhabitants of the country, a public–goods concept. International
donors may co-finance the projects to bridge the funding gap (Achimugu et al. 2009). Bjorn
et al. (2005) argued internet use is a question of social as well as technological access.
Technological access refers to infrastructure and physical availability of computer hardware
and software, while social access refers to the mix of professional knowledge, economic
resources, and technical skills required for the use of ICT.
There are two keys to any country‟s ability to exploit the potential of information and
communication, the availability of a network infrastructure, and the capacity to create and
15
administer an enabling environment. The former is essential for the provision of applications.
The latter includes the capacity to develop applications that exploit the infrastructure in ways
that are consistent with the need in the local environment (Yu et al. 2002). Chachage (2001)
conducted a research on internet cafés in Tanzania where the findings revealed that the main
problem noted by 82% of the respondents was slow internet connectivity which results to
wastage of user time in the cyber cafe. Another problem indicated by 78% of the
respondents, was the internet café environment being too small with few computers for users.
30% of the respondents indicated that a common problem in internet café is electricity
supply. 16 % of the respondents stated that lack of staff training is another problem; they
specified that staff did not have the necessary ICT skills to support users when faced with
problems browsing the net. 10% of them also indicated problems with internet café
equipment, especially hardware.
At the cyber café level cost of acquiring equipment prohibits cyber cafes to invest more in
machines. In the Niger Delta, Nigeria, most of the cybercafés are heavily crammed with
clients, especially those with a few computer systems. Many customers queue up to use the
few available systems in most cybercafés. It should be worthwhile to note that the more
computers are available in a cybercafé in order to provide services to its customers, the less
congestion there will be in such an Internet café, (Adomi et al. 2003). A large proportion of
Internet cafés in Dar es Salaam have only six to ten operating computers, (Nnafie, 2002)
2.3.2 Slow Broadband Connection Speed by ISPs
Having some form of connectivity from end-user to ISPs is a necessary condition for
accessing the Internet (Oyelaran and Lal, 2005). Present broadband Internet deployment
varies greatly across nations. This is so not only because of different levels of information
technology and network infrastructure, but also because each nation has a complex set of
economic, social, and policy considerations (Fowler, 2000). Drivers for the Internet access
and service provider sector include digital content and applications, faster broadband
connections and increasingly, mobile broadband (OECD, 2010). In India, there are concerns
for the lack of competitive telecommunication service providers. The BSNL, the government
16
network, many see it as slow. The slow network forces cafes to open for longer hours in a
day so that clients can use the network. Cafes eagerly await broadband (Rangaswamy, 2007).
Internet PC „‟Bahngs‟‟ in Korea are similar to Internet cafés in other countries. However, PC
Bahng, which means „‟rooms‟‟, is a unique Korean phenomenon in terms of its popularity. It
is seen as a business model in which constant access to the Internet is open to the public
through leased line (Yu et al. 2002). As high-speed Internet access has become a norm
among ordinary households, Internet PC Bahngs are arguably losing the attractions (low cost
and high speed) that once made them superior to dial-up access from home, and they are now
facing challenges for survival. However, Internet PC Bahngs played an important role in
generating the nationwide Internet boom. Most importantly, many Korean users were first
exposed to high-speed access to the Internet in PC Bahngs. They became so accustomed to
using high-speed services that they were not able to return to dial-up methods. This is an
important factor that has made high-speed Internet access such as ADSL a norm among
Korean people (Yu et al., 2002)
Connectivity of computers is the backbone of electronic networks. Connectivity occupies a
pivotal place in various types of networks, that is, Local Area Network (LAN), Wide Area
Network (WAN), Intranet, and Internet. The type of technology used for computer
networking depends on the nature and configuration of the network. For instance, for LAN
structured cable with mega bits per second (MBPS), speed may be sufficient while for WAN
fiber optic cable solution may be more appropriate. For Intranet and Internet media, a digital
and satellite mode of communication is preferred. Networking technologies play a significant
role in the diffusion of the Internet. In and around Pabal district in Western India, kiosks
ceased operations for various reasons: Some people who wanted PC‟s at subsidized rates had
posed as future operators and housed computers. Connectivity/hardware issues and poor
follow ups from donor agencies as promised are some of the problems faced by these kiosks
in India. There are serious doubts about flagging off a new and expensive technology on a
population without serious technical and market support structures (Rangaswamy, 2006).
In Tanzania, reliable bandwidth is a considerable problem as the cybercafés struggle to
survive. But worse still are the periods of connectivity down-time. Some Internet cafés suffer
17
hours and sometimes even days without an Internet connection. This is without any realizable
service obligations on their Electricity Company or ISP to refund the café for periods of
down-time. In these circumstances, more Internet cafés will close down in the future.
(Nnafie, 2002). Nnafie observes that Tanzania lacks cheaper and high capacity connections
to the global Internet. This is due to the scarce and extremely expensive Internet bandwidth,
which is partially caused by a lack of agreement among ISPs on setting up a national IXP.
Low infrastructure quality (access speed) is the most important obstacle to increased Internet
use among Indonesian users. Access speed and price are the highest ranked factors limiting
Internet use in Internet cafés in both Indonesia and Tanzania. These two factors are linked
together, and must be important government challenges in supporting improvements in and
the spread of affordable Internet access, (Bjorn and Kristiansen, 2003). Chachage (2001)
conducted a research on internet cafés in Tanzania where the findings revealed that the main
problem noted by 82% of the respondents was slow internet connectivity which results to
wastage of user time in the cyber café.
2.3.3 Power Shortages
Throughout India, PC penetration is low even in urban settings, especially in those
neighborhoods where the bulk of urban poor lives and works in make-shift and informal
economies (Rangaswamy, 2007). It is no surprise therefore that factors hindering ICT
deployment and immersion in rural India also act as barriers in peri-urban and outer suburban
regions. Power cuts, for example, are frequent in both settings and there is little by way of e-
government services that might attract average citizens to ICT use. Indeed, incorporating
ICTs into a small business is strongly dependent on larger public policies and state initiatives
bringing telecom infrastructure (Rangaswamy, 2007). Power cuts, in India, are frequent in
both rural and urban settings. In Nigeria, communication technology development is
inhibited by Nigerian Telecommunication Limited (NITEL), the only distributor of
telecommunication services, and frequent electricity interruption from the state grid. Without
electricity, computers and printers, etc. cannot work.
18
2.3.4 High Cost of Equipment Maintenance
Barriers to Internet access and adoption in developing countries like India are often traced to
the high cost of hardware, Rangaswamy (2007). Affordability is a key barrier to technology
adoption in developing countries. Rangaswamy (2007) says an important concern expressed
by café owners in India is the improbability of managing a multi-PC café with little
knowledge of computing software and networking. They simply cannot afford maintenance.
This seemed to be a recurring theme in the type of person/s who did business with IT. In
China, the regulations, for instance, stipulate strict requirements in regard of licensing,
equipment, business hours, and safety, all of which increase the cost-profit ratio for the
internet cafe business. Another important control mechanism with tremendous commercial
implication is the rules for the physical configuration of the shops such as the minimum
number of computers and the requirement in terms of space, which basically outlaws the very
small types of Internet cafes that populate many small towns and the countryside in China
(Qui and Liuning, 2005).
2.3.5 High Internet Access Fees Charged by ISPs
Internet use in South Africa has some shortcomings which include inconvenience vis-à-vis
blocking the telephone line for voice calls; higher costs of access during peak telephone
traffic hours; slower speed than other options; lack of reliability at times; and incompatibility
with requirements of heavy Internet users, (Brown et al. 2009). The high cost of access is the
reason why the growth in number of Internet users had stagnated in South Africa (Brown et
al., 2009). Brown goes on to argue that the costs, perceived as expensive even by many
middle income earners, are way out of reach of the poor majority. Internet services are not as
profitable as voice services or even SMS services. Internet services, especially dial-up
Internet services, are not affordable by most of the users in Kenya (CCK, 2007).
2.3.6 Inadequacy of Local Content.
Due to the English language‟s dominant position on the World Wide Web, English language
proficiency plays an important role for users in obtaining full benefit from their Internet café
use. Tanzanian users derive advantage from the extensive use of English language in
19
Tanzanian society (Bjorn et al., 2005).The Internet is dominated by foreign content, (CCK,
2007)
2.3.7 Inadequacy of IT Skills
An important concern expressed by café owners in India is the improbability of managing a
multi-PC café with little knowledge of computing software and networking services
(Rangaswamy, 2007). They simply cannot afford maintenance. This seems to be a recurring
theme in the type of person/s who does business with IT. Cyber café‟s primary investments
in computers and hardware notwithstanding, standing costs are the killer. It becomes
indispensable that the owner is a hardware/networking/ trouble shooting specialist
(Rangaswamy, 2007).
Some cafes run hardware shops selling mobile phone services, and also fast-food catering
service, all from the same point in an effort to increase their level of income. Sometimes they
assemble PCs. This points to some of the difficulties of the Internet café business, especially
how to manage a multi-PC café without fairly detailed knowledge of computing software and
networking. IT skills, like other craft or service related know-how, are a major resource, but
it is not necessarily acquired as part of intergenerational teaching by family or social
tradition. Rather it is attained through purchasing comparatively expensive courses or by
hiring already trained personnel (Rangaswamy, 2007). Café owners sustain and grow their
businesses by running both related and unrelated business in café premises, by upgrading
their own computer skills, and by relying on friends and associates to manage and maintain
hardware and software (Rangaswamy, 2007). Many Internet cafés are apparently able to
sustain and make small profits through the hard work and business acumen of their owner
(Rangaswamy, 2007). There are clients who are not very skilled in IT use and those that are
unskilled in the use of the Internet. Some measure of help in accessing the Internet should be
given to these clients, and others require complete assistance and training in accessing the
Internet and its services, (Adomi et al. 2003).
20
2.4 Technology Strategies to Improve the Quality of Services at Cybercafés
2.4.1 Investment in Telecommunication Infrastructure
Progressive governments the world over are making efforts to promote a conducive
environment to usher in the Next Generation Internet (NGI) by letting the private sector to
lead in infrastructure development, (Sairosse and Mutula, 2003). A detailed ICT strategic
plan is needed, CCK (2007). This could be achieved within a National Information
Infrastructure plan that is driven by strategic economic plans. CCK (2007) goes on to suggest
that The UN Economic Commission for Africa (ECA) has a National Information and
Communication Infrastructure model that could be used to develop an NII. Mauritius, South
Korea, and Singapore were driven by their respective National Information NII developed in
consultation with Ministry of Finance, private sector and academia, (CCK ,2007). The
telecommunications infrastructure in Botswana is composed of an all-digital microwave and
fiber optic system with digital exchanges at the main centers, Sairosse and Mutula (2003).
Communication services can be improved by consumers who can, through well-informed
choices, help stimulate price competition, innovation and improvements in quality, (OECD,
2010). Private sector initiatives in competitive markets, enabled by telecommunications
regulatory reform, have by-and-large driven the widespread development of Internet
infrastructure in OECD countries. The private sector has largely built the Internet
infrastructure and it operates and maintains most of the infrastructure. The private sector has
been heavily involved in the process of developing predictable, transparent rules, including
rules relative to interconnection between Internet service providers, (OECD, 2010).
The Botswana Telecommunications Corporation (BTC) operates an advanced network with
almost 100 per cent digital exchanges and an optical fibre transmission system around the
whole country (Sairosse and Mutula, 2004). At the cyber café level, the elimination of all
taxes and duties on computer equipment by the Tanzania government since 2001 seems to
have resulted in lower computers prices (Nnafie, 2002).This gave Internet cafés a chance to
acquire better equipment. In some well organized cafes in the Delta State in Nigeria, users
are issued with a tally number and wait for their turn. However, this can be frustrating if the
customer who is engaged with the system has bought a longer time, Adomi et al. (2003). A
slow but steady increase in broadband coverage and a cheap grey market for cannibalized
21
PCs entrenched e-literacy skills and made Internet cafés easier to start up and to sustain in
India (Rangaswamy, 2007).
2.4.2 Broadband Connection Speed by ISPs
In recent years, successful deployment of broadband Internet connections has become an
important policy goal for many countries. Building a nationwide broadband network
infrastructure and making people “always” connected to “high-speed” Internet is viewed as
the first step towards a transition into the new “information society.” The development of a
broadband network is a key element to empowering competitiveness in many nations. Thus,
the deployment and use of broadband capabilities is high on the current political agenda in
many developed and developing countries (Rangaswamy, 2007).
2.4.3 Power black-outs
Greater efforts should be made by the government to maintain an adequate and continuous
service of electricity (Adomi et al. 2003). In the Niger Delta state in Nigeria, most cybercafés
have installed stand-by electricity generating plants that are switched on the moment power
goes off (Adomi et al. 2003).
2.4.4 Cost of Equipment Maintenance
Café owners in India sustain and grow their businesses by running both related and unrelated
business in café premises, by upgrading their own computer skills, and by relying on friends
and associates to manage and maintain hardware and software (Rangaswamy, 2007). The
elimination of all taxes and duties on computer equipment by the Tanzania government since
2001 seems to have resulted in lower computers prices (Nnafie, 2002).This gave Internet
cafés a chance to acquire better equipment. In India, the specificities of acquiring ICT related
skills initiate a break from traditional intra-familial passing of skills, often requiring formal
training with an acquired aptitude for technology coupled with expensive tutoring fee,
(Rangaswamy, 2007). These IT skills are used in maintaining equipment.
22
2.4.5 Access Fees Charged by ISPs
Regulators and competitors alike need to be convinced of the overwhelming benefits of
domestic Internet traffic exchange, and of the broader proposition that communication in a
developing economy is not a zero-sum game – lower costs for competitors can lead to greater
revenues for all, stronger investment from abroad, and lower-cost, higher-quality services for
all users (Nnafie, 2002).
2.4.6 Local Content.
More websites with Swahili and local relevant content should be designed as it might be an
essential medium for the Tanzanian society to communicate (Nnafie, 2002). Furthermore, it
could be an efficient and cheap way for governments, NGOs, institutions, companies etc. to
provide information on relevant topics such as health, poverty, education, politics, culture,
and business transactions to be established (Nnafie, 2002). In Botswana, a similar study was
done where it was suggested that the government should liaise with software developers to
look into the use of open software, so that applications can be developed in local languages,
(Sairosse and Mutula, 2003). Sairosse and Mutula, (2003) note that the language most
familiar to the user is preferred for using the web.
2.4.7 IT Skills
In India, the specificities of acquiring ICT related skills initiate a break from traditional intra-
familial passing of skills, often requiring formal training with an acquired aptitude for
technology coupled with expensive tutoring fee. The economics around acquiring IT skills
excludes certain social-economic groups in developing nations like India augmenting the
digital exclusion debate (Rangaswamy, 2007). Cyber cafes should be well staffed to provide
the assistance needed by clients in accessing the Internet, (Adomi et al. 2003). Some
cybercafes employ and assign some staff to clients who need help in accessing the Internet
and for those clients who experience technical problems as they use the Internet. Some of
these staff trains the unskilled users on how to explore the Internet and get the most out of it,
(Adomi et al. 2003).
23
2.4.8 Brand Definition
No two businesses are alike just as no two customers are alike, hence the need for branding.
What does your business stand for? What‟s different about your business in comparison to
other businesses in your industry? What do you want to be known for in the marketplace? Is
there anything special about your business? When new competitions enter into a certain line
of business, the existing business loss some market share. No one business can appeal to
everybody. To beat this kind of competition, businesses are advised to define their brands
and consistently communicate their own Unique Selling Proposition (USP) (Alinaghian et al.
2011).
To remain competitive, you‟ve got to be distinctive. There‟s got to be something about your
business that will make the customers have a second thought about going to the new
competitions. What would they miss if they stopped coming to patronize you? Cybercafés
should redefine browsing from what a customer does (an activity) to what a customer enjoys
(an event/experience). Browsers should not just be customers but also friends and be known
and called by names and be given gifts on their birthdays as a result of cafes membership
strategy (Maddon, 2005).
2.4.9 Choose Competitive Advantage
Jack Welch, the former CEO of General Electric (GE) was right when he said “if you don‟t
have a competitive advantage, don‟t compete”. In other words, don‟t bother getting into the
game if you haven‟t first figured out a plan on how to win. There are basically 3 key areas to
focus on when choosing a competitive advantage; Quality: You can choose to beat the
competition by offering a superior quality than others, Price: you can choose to beat the
competition by offering the lowest prices, Service: or you can choose to beat the
competition by offering an unforgettable customer service (Rangaswamy, 2007).
Most of the time it is not so easy to measure up well on all three key areas. However, it‟s
important to include service in any of the combinations you want to focus on. The other two
forms of competitive advantage can cost you a lot and often time customers can choose
otherwise. There‟s always an alternative to quality; if you focus on only offering the highest
24
quality at a premium price, customers will scout around for a lower quality at a cheaper price.
There‟s always an alternative to price; if you focus on offering the cheapest price possible it
will require that you find a way to drive down your cost to the barest minimum. And this can
turn out in form of low quality products or services and customers will start to complain
(Geer, 2003).
Pick either of the two; price or quality as your competitive advantage and complement it
with service. Without the element of service in your competitive strategy you can never
deliver happiness to your customers. People may not remember how great your product or
service is (quality); they may not remember how much you made them pay (price), but they
will never forget how you made them feel (service) (Maddon, 2005).
2.4.10 Create a customer database
It cost 20 times more to get a new customer than it cost to keep an old customer. Customers
are very expensive to attract and that is why smart businesses focus on a customer‟s lifetime
profitability (CLP) rather than on a one-off purchase. Effective businesses place more
emphasis on building an enduring relationship with their customers rather than on making
sales. They have realized that it is wiser to have their customers for life; rather than having
them for a while. Your greatest success in business will come from the number of repeat
purchases you‟re able to generate from your loyal customers. This is how the concept of
relationship marketing came to be building a long term profitable relationship with your
customers (Adomi et al. 2003).
2.4.11 Communicate ‘WITH’ and ‘TO’ Your Customers
If you are not talking with and to your customers, someone else is. This is a very vital
element in your response to competitions. Talking „to‟ your customers is what is known as
advertising and talking „with‟ your customers is what is known as market research. A lot of
small businesses undermine this very important marketing strategy of constantly
communicating to and with their customers. This is the key behind the marketing success of
most big companies. Big companies spend so much money on advertising and market
research in the effort of communicating to customers (Qui and Liuning, 2005).
25
2.5 Chapter Summary
This chapter has looked at the literature on three research questions. The researcher has
analyzed the technical status of cybercafés. The main issues here are about demographic,
technology, impact of the cybercafés and their market share.
The study also looked at the cybercafé technology factors that impede the quality of Internet
café service provision. A number of technology barriers include low investment in
infrastructure, slow broadband connection speed by ISPs, power blackouts, high cost of
maintaining equipment, high access fees charged by ISPs, few PCs, not-up-to-date e-
commerce facility, lack of local content and lack of IT skill among the staff and clients.
Lastly, the study highlighted technology strategies that can be adopted to improve the quality
of services offered by cybercafés. All the above variables from the three questions play a role
in the level of quality of the Internet cafe services, which in turn affect the overall efficiency
of the services Internet Cafés offer in Nairobi.
26
CHAPTER THREE
3.0 RESEARCH METHODOLOGY
3.1 Introduction
This chapter covers the methodology and procedures that were used for collecting and
analyzing the data in the study. The chapter deals with the type of research design; data
collection and data analysis methods. It is a summary that provides an outline of the areas
and a description of what will be covered in chapter three.
3.2 Research Design
The research design used in this study was descriptive in nature. The design facilitated the
understanding of the characteristics associated with a subject population as described by
Cooper and Schinder (2006). It involved the observation and description of variables as
distributed in the population with the basic goal of having the collection of information about
the phenomenon or variables within a population through the use of questionnaires. It has a
wide and inclusive coverage and it takes into account a specific point in time and involves
empirical research
Descriptive research design requires some understanding of the nature of the problem which
in this case were factors affecting the effectiveness of the quality provision of services by
Internet cafes in the Nairobi CBD. The objective of this type of design was to determine the
frequency of occurrence of the barriers, discover whether a relationship existed between the
variables and described the state of the variable.
The dependent variable of the study was Internet services offered by the Internet cafes in
Nairobi. The independent variables were technology-based barriers to the quality of Internet
café services.
27
3.3 Population and Sampling Design
3.3.1 Population
According to Coopers and Schindler, (2008) population is total collection of elements upon
which inferences can be made. The larger set of observation is the population while the
smaller set is called the sample. The population of this study consisted of cybercafé
customers and the cybercafés administrators (cyber café service providers) in the Nairobi
CBD, Kenya. The population was made of cybercafés administrators.
3.3.2 Sampling Design
A sample is a group from the population that is the representative of the population (Coopers
and Schindler, 2008). Sampling is a method of selecting a proportionate representation from
the total sample size which is the population under study. Sampling enables: lower cost,
accuracy of results, increased speed of data collection, and availability of population
elements.
3.3.2.1 Sampling Frame
Basically, a sampling frame is a complete list of all the members of the population that we
wish to study, that is, a sample frame is a list that constitutes the population. The basic idea of
sampling is that by selecting some of the elements in the population one can draw
conclusions about the entire population. According to Cooper and Schindler (2006), it is a
representation of the elements of the target population. In this case, the sampling frame
which is a list of elements from which the sample was actually drawn was the number of
Internet café services users and administrators of the Nairobi CBD Internet cafes.
3.3.2.2 Sampling Technique
According to Collins and Hussey (2006) sampling technique is method used in selecting
elements from the population that will represent the population. For this study, simple
random sampling technique was used. The cafes were randomly sampled but ensuring at
least five cafés from each of the main streets. The respondents sampled were any individual
28
who was present and willing to participate in the study. One respondent was chosen from
each café sampled.
3.3.2.3 Sample Size
To determine the specific sample size, the researcher considered accessibility, convenience,
cost and availability of respondents. According to Troendler and Kai (2003), size of a sample
should be determined by adequacy and resource considerations. This means that the sample
should be large enough to enable reasonable estimates of variables to be obtained, capture
variability of responses and facilitate comparative analysis. For this study, sample size of 64
respondents was targeted representing a population of 300 internet cafes in the Nairobi CBD.
According to Troendler and Kai (2003), this number is considered to be large enough to
accurately represent the population of interest. For this study it was estimated that there are
three hundred cybercafés in Nairobi. The study interviewed 30% of the cyber cafés. A
representative of 30 percent was a good figure to give a more accurate assessment of the
population. This is because even 2.5% can be used to give accurate prediction of the
characteristics of the population but the study settled for 30% to increase accuracy. To
determine the exact sample size the Yamane‟s formula was applied
n=z2α.P.(1-P).N/z
2α.P.(1-P)+Ne
2
Where n is the sample size needed, N is the total population size, α is the confidence level for
the test, e is the precision or error level and, P is the estimated population proportion. In this
case, P= 0.3, (1-P) = 0.7, α= 0.05, zα= 1.96, and e= 0.1.
Hence sample size, n = z2α.P.(1-P).N / z
2α.P.(1-P) +Ne
2
=1.962×0.3×0.7×300 / 1.96
2×0.3×0.7+ 300(0.1
2) = 64
3.4 Data Collection Methods
Data was collected by use of questionnaires. According to Troendler and Kai (2003),
primary data collection is necessary especially when a researcher cannot find the data needed
in secondary sources. Market researchers are interested in primary data about demographic or
29
socioeconomic characteristics, attitudes/opinions/interests, awareness/knowledge, intentions,
motivation, and behavior. Three basic means of obtaining primary data are observation,
surveys, and experiments.
The choice was influenced by the nature of the problem and by the availability of time and
money. For the purpose of this study, a questionnaire was used as a primary source of data
tool. Closed questions were used for ease of answering and analyzing the data. The
questionnaire was divided into appropriate sections with the first section covering bio data of
the respondent and the rest of the sections comprising of questions for each of the three
specific objectives of the study, that is, parts II, III and IV where the Likert scale was mainly
used to rate the responses from the field.
3.5 Research Procedures
A pilot test was conducted to enable testing the questionnaire‟s relevance to the study and
ensuring the questions asked are easily understood to avoid ambiguity. According to Cooper
and Schindler (2006), the pilot test is done to detect weaknesses in design and
instrumentation, and provide proxy data for selection of a probability sample. The pilot test
will be carried on 10 respondents from different locations in the Nairobi CBD. We assumed
we were going to cover at least 10 major streets and one cyber café from each street was
sampled to be used in the pilot survey. The purpose of the pilot test was to enable the
researcher to phrase correctly the questions asked and avoid ambiguity. After the pilot test,
the questionnaire was amended appropriately and a final copy made for dispatch to all
potential identified respondents in our sample population. The questionnaire was dispatched
as hard copies to the respondents physically, and later collected. A telephone conversation
was established to remind the respondents to fill the questionnaire. Along with the
questionnaire, a cover letter detailing the purpose of the study was attached. In the cover
letter the study included the promise to the respondent that the information obtained was to
be treated with utmost confidentiality and that it would be used for academic purpose only.
30
3.6 Data Analysis Methods
Data analysis is a set of methods and techniques used to obtain information and insights from
data. It helps to avoid erroneous judgments and conclusions. The study employed
quantitative approaches in terms of descriptive statistics where numerical information was
used to summarize, simplify and present masses of data in an organized and summarized
manner. Thus descriptive statistics described the basic features of the data in the study. The
data was expressed in percentages and mean scores. Percentages revealed the proportions of
different variables being studied for relative comparison. Since all the observations were
captured on a Likert scale, the use of mean scores and percentages facilitated the ease of
presentation, interpretation and hence, drawing of conclusions. Data was presented in bar
charts. To ensure effective and efficient data analysis process, the data was coded, sorted and
analyzed using regression analysis in the statistical package for social studies (SPSS), a
computer-aided data analysis tool. Regression analysis is a data analysis tool that measures
the relationship between two variables.
3.7 Chapter Summary
This chapter covered the methods that the researcher used for the research design, the
population, the sampling design, data collection methods, research procedures and data
analysis methods. The research design adopted was mainly descriptive and the dependent
variables indicated. The population of 300 Internet cafes in the Nairobi CBD was used. The
sampling design consisted of a sample frame drawn from the total number of Internet cafes in
the Nairobi CBD. The sampling technique used consists of a non-probability sampling
technique that will be used and not purposive and sub categorized as heterogeneity sampling.
A sample size of 64 respondents made from a group of cyber café administrators and
customers was targeted to represent the population. Questionnaires were the primary source
of data used to collect data but a pilot test was done before the actual research was
conducted. One set of questionnaires was issued to one administrator in each cybercafé. Data
analysis using descriptive statistics together with simple graphics analysis formed the basis of
the quantitative analysis of the data in this study, then presented in form of tables and graphs.
31
The next chapter focuses on analysis of the research findings and presents the results based
on the specific objects established.
32
CHAPTER FOUR
4.0 RESULTS AND FINDINGS
4.1 Introduction
The chapter presents the findings and results on the barriers to quality of services offered by
Internet cafés in the Nairobi Central Business District. Section 4.2 describes demographic
representation of the population of study. Section 4.3 presents analysis on the technical status
of cybercafés. Section 4.4 presents the analysis on the technological factors impeding the
quality of cybercafé services. Section 4.5 presents the analysis on the strategies to improve
quality of cybercafé services while section 4.5 presents the summary of the whole chapter.
4.2 Demographic Information
4.2.1 Response Rate
To ascertain the response rate for this study, Table 4.1 was extracted.
From the table, 73.8 percent of the sample size participated in the study. This symbolizes a
high level of response rate.
Table 4.1: Response Rate
Sample Size Response Percentage Response Rate
64 60 73.8
4.2.2 Age Representation
To confirm the number of people of different age groups that utilize the services offered by
cybercafés, Figure 4.1 was used.
From the figure, it is shown that the highest age representation is people in age category of
26-35 years. This is followed by age categories of 18-25 years, 36-40 years, and 41-50 years
respectively. The result implies that most youths in the age 26 to 35 years highly require
cybercafé services for various reasons than any other individuals in other age groups.
33
Figure 4.1: Age Representation
4.2.3 Computer Skills
To check on the computer skills of the cybercafé users, Table 4.2 was used.
From the presentation in the table, it is well shown that the highest number of cybercafé users
have excellent computer skills. The findings reveal that 90 percent of cybercafé users have
excellent computer skills as opposed to 10 percent users who have average computer skills.
The study also found out that no users have below average computer skills. The implication
of the study is that the computer skill is way above average.
Table 4.2: Computer Skills
Computer Skills Frequency Percentage
Excellent 54 90.0
Average 6 10.0
Total 60 100.0
34
4.2.4 Cyber Location
The study sort to find the location of the cybercafés within Nairobi CBD and as Table 4.3
shows, the locations were categorized using roads and avenues.
As shown in the Table 4.3, Tom Mboya Street has the highest cybercafés represented by 36.7
percent followed by Moi Avenue which was represented by 35 percent. River Road,
Koinange Street, Harambe Avenue and Haelle Selasse Avenue had a representation below 15
percent. This implies that the highest population in Nairobi CBD is found along Tom Mboya
Street and Moi Avenue.
Table 4.3: Cyber Location
Cyber Location Frequency Percent
Moi Avenue 21 35.0
Tom Mboya 22 36.7
River Road 2 3.3
Koinage Street 4 6.7
Harambee Avenue 7 11.6
Haelle Selasse Avenue 4 6.7
Total 60 100.0
4.2.5 Number of customers and location of cybercafés
Cross tabulation 4.4 shows the number of customers versus the location of cybercafés.
From the cross tabulation 4.4, on Tom Mboya Street, cybercafés receiving less than 100
customers are more than those on other streets. The highest percentages of cybercafés on Moi
Avenue receive between 150 and 200 customers. Cybercafés on Tom Mboya Street also
receive the highest percentage of customers ranging from 201customers to 400 customers. It
is followed by cybercafés on Moi Avenue. Cybercafés on other streets and avenues receive
insignificant number of customers as they are represented by relatively low percentages.
From the cross tabulation, it is implied that Tom Mboya Street and Moi Avenue have high
population of cybercafé users than other streets and avenues.
35
Table 4.4: Number of Customers versus Cybercafé Location
Along which road is the cyber cafe located? Total
Mo
i
Av
enu
e
To
m
Mb
oy
a
Riv
er
Ro
ad
Ko
inag
e
Har
amb
ee
Av
enu
e
Hae
lle
Sel
asse
Av
enu
e
On
aver
age,
h
ow
m
any
cust
om
ers
does
th
e cy
ber
ca
fe
serv
e in
eac
h d
ay?
Less than 100 2 5 0 1 0 0 8
25.0% 62.5% 0.0% 12.5% 0.0% 0.0% 100.0%
150-200 16 10 2 2 5 3 38
42.1% 26.3% 5.3% 5.3% 13.2% 7.9% 100.0%
201-300 1 3 0 1 0 1 7
14.3% 42.9% 0.0% 14.3% 0.0% 14.3% 100.0%
301-400 2 3 0 0 0 0 5
40.0% 60.0% 0.0% 0.0% 0.0% 0.0% 100.0%
Above 400 1 1 0 0 0 0 2
50.0% 50.0% 0.0% 0.0% 0.0% 0.0% 100.0%
Total
21 22 2 4 5 4 60
35.0% 36.7% 3.3% 6.7% 8.3% 6.7% 100.0%
4.2.6 Length of Service
Figure 4.2 reveals how long the cybercafés in Nairobi CBD have been in operation.
From the Figure 4.2, it is shown that the highest percentage (48.3%) of cybercafés have been
in operation for 3 to 5 years. This is followed by 26.7 percent of the cybercafés that have
been operating for less than two years. Twenty percent (20%) of the cybercafés have been in
operation for 6 to 8 years while five percent (5%) have been operating for nine years and
above. From the figure, it is clear that the environment is favoring the cybercafé business
hence of late they are mushrooming.
36
Figure 4.2: length of service
4.2.7 Browsing Charges
To ascertain the charges per minute of the cybercafés within Nairobi CBD, Table 4.5 was
extracted.
From the Table 4.5, it is well shown that 71.7 percent of the cybercafés within Nairobi CBD
charge one Kenya shillings per minute while 28.3 percent of the cybercafés charge 50 cent
Kenya shillings per minute.
Table 4.5: Browsing Charges
Browsing charges per minute DISTRIBUTION
Frequency Percent
Ksh 0.50 per minute 17 28.3
Ksh. 1per minute 43 71.7
Total 60 100.0
4.2.8 Browsing Charge versus Cyber Location
Cross tabulation 4.6 shows how much the cybercafés charge vis a vis the cyber location.
37
On Tom Mboya Street, 52.9% of the cybercafés charge 50 cent Kenya shillings for browsing
per minute while 32.6% of the cybercafés on the same street charge one Kenya shilling for
browsing per minute. On Moi Avenue, 39.5% of the cybercafés charge one shilling per
minute for browsing while 29.4% of the cybercafés charge 50 cent Kenya shillings per
minute for browsing. Five point nine percent (5.9%) of cybercafés along River Road,
Harambee Avenue and Haelle Selasse Avenue charge 50 cents while 2.3%, 9.3% and 7% of
the cybercafés respectively charge one Kenya shilling per minute for browsing.
Table 4.6: Cybercafé Charges versus Location
Along which road is the cyber cafe located?
Total M
oi
Aven
ue
Tom
Mboya
Riv
er
Ro
ad
Koin
age
Har
ambee
Aven
ue
Hae
lle
Sel
asse
Aven
ue
What is the browsing
rate in terms of Kenya
shillings?
Ksh 0.50 per
minute
5 9 1 0 1 1 17
29.4% 52.9% 5.9% 0.0% 5.9% 5.9% 100.0%
Ksh. 1per
minute
17 14 1 4 4 3 43
39.5% 32.6% 2.3% 9.3% 9.3% 7.0% 100.0%
Total 22 23 2 4 5 4 60
36.7% 38.3% 3.3% 6.7% 8.3% 6.7% 100.0%
4.3 Technical Status of Cybercafés
Table 4.7 ranks the technical status of cybercafés using coefficient of various. The lesser the
value of coefficient of variation, the higher the significance and the reverse is true.
From Table 4.7, it is very clear that cybercafés are experiencing technical challenges ranging
from legal to operational. It is well demonstrated that cybercafés experience more challenges
from the raid of Kenyan authorities. The cybercafés are highly affected by high rate of
technological change that leaves most businesses with many obsolete devices like printers,
computers and many others. The study also found out that there is high unsatisfied demand
for internet services and this is due to insufficient internet and computer support devices.
38
It is expensive to own and operate cybercafé business in Nairobi CBD. This is exacerbated
by the intense competition from other cybercafés and mostly from communication
organizations like Safaricom, Orange, Yu and others. Government regulations on cybercafés
are too intense and this is due to the cyber crime committed in the various cybercafés.
Table 4.7: Technical Status of Cybercafés
Technical status of cybercafés in the Nairobi CBD Mean Std.
Deviation CV
Frequent raid of cybercafés by Kenyan authorities 3.46 .953 0.276
More un-functioning and obsolete devices like printers, computers etc 2.14 .730 0.342
There is a large unsatisfied demand in Kenya for Internet cafe services 2.51 1.040 0.415
We have at least one functioning color printer 2.32 .990 0.426
Cyber cafes pose a threat to Kenyan traditions and cultural values 2.69 1.316 0.488
Expenses for providing cyber cafe services are high in Nairobi 2.49 1.265 0.508
There is high competition in cyber cafe sector which results to low
profits 2.58 1.367 0.531
Cybercrime is a major problem in Kenya 3.08 1.695 0.549
Some government regulations pertaining to cyber cafe operations are
unrealistic and unsustainable 2.83 1.588 0.561
The cost of bandwidth is relatively high 2.17 1.275 0.588
We have signed up to more than one ISP to increase speed 2.27 1.617 0.712
Cost of repair and maintenance of equipment is relatively high 2.07 1.507 0.729
Cyber cafe staff are always available to answer questions and offer
help to customers 1.54 1.194 0.774
We provide customer with software they require 1.78 1.475 0.829
We are satisfied by our ISP 2.07 1.818 0.879
Accessing the e-mail is the most popular reason for customers visiting
cybercafés 2.27 5.284 2.327
4.3.1 Unsatisfied Internet Demand in Kenya
To check on respondents‟ perception on internet demand in Kenya, Table 4.8 was extracted.
From the Table 4.8, it is clear that the largest percentage of respondents agree that the
demand for internet services in Kenya is not well satisfied. Breaking down to age categories,
54.6% respondents of age category 18 to 25 years agree that Kenyan demand for internet is
not satisfied while 9.1% respondents of the same age category disagree to the statement.
Under age category 26 to 35 years, 37.3% of respondents perceive that the demand for
39
internet in Kenya is unsatisfied while 18.6% of the same age category believes that the
demand is well satisfied. Finally, 80% of respondents of age category 36 to 40 years agree
that the Kenyan demand for internet café services is not satisfied. On general view, most of
the respondents agree that the demand for internet café services in Kenya is not well
satisfied.
Table 4.8: Unsatisfied Internet Demand
Unsatisfied demand in Kenya for Internet cafe services
Total Strongly
agree Agree Neutral Disagree
Strongly
disagree
AGE
18-25
Years
2 4 4 0 1 11
18.2% 36.4% 36.4% 0.0% 9.1% 100.0%
26-35
Years
10 6 19 8 0 43
23.3% 14.0% 44.2% 18.6% 0.0% 100.0%
36-40
Years
1 3 1 0 0 5
20.0% 60.0% 20.0% 0.0% 0.0% 100.0%
Total 13 13 24 8 1 59
22.0% 22.0% 40.7% 13.6% 1.7% 100.0%
4.3.2 Expenses for Providing Cybercafé Services
Table 4.9 presents a cross tabulation between expenses for providing cybercafé services and
the location of the cybercafés.
From the Table 4.9, 63.7% of respondents from Moi Avenue, 47.8% of respondents from
Tom Mboya Street, 50% of respondents from River Road, 75% of respondents from
Koinange Street, 75% of respondents from Harambee Avenue and 50% of respondents from
Haelle Selasse Avenue agree that it is expensive to own and operate cybercafé business in
Nairobi. On contrary, 13.6%, 21.7%, 50% of respondents from Moi Avenue, Tom Mboya
Street, and River Road respectively disagree to the statement that it is expensive to provide
cybercafé services in Nairobi. On general, more than 50% of respondents believe that it is
expensive operating a cybercafé in Nairobi while less than 15% believe contrary to the
statement.
40
Table 4.9: Cybercafé Expenses
It is expensive to provide cyber cafe services in Nairobi
Total Strongly
agree Agree Neutral Disagree
LO
CA
TIO
N
Moi Avenue 6 8 5 2 22
27.3% 36.4% 22.7% 13.6% 100.0%
Tom Mboya
Street
3 8 7 5 23
13.0% 34.8% 30.4% 21.7% 100.0%
River Road 0 1 0 1 2
0.0% 50.0% 0.0% 50.0% 100.0%
Koinage
Street
1 2 1 0 4
25.0% 50.0% 25.0% 0.0% 100.0%
Harambee
Avenue
0 3 1 0 4
0.0% 75.0% 25.0% 0.0% 100.0%
Haelle
Selasse
Avenue
0 2 2 0 4
0.0% 50.0% 50.0% 0.0% 100.0%
Total 10 24 16 8 59
16.9% 40.7% 27.1% 13.6% 100.0%
4.3.3 Cost of Bandwidth
To ascertain the respondents‟ perception on the cost of bandwidth, Table 4.10 was used.
From the Table 4.10, the form of business was divided into sole proprietorship, partnership,
government owned and institutional owned. From the table, 72.7% of respondents from sole
proprietorship believe that the cost of internet bandwidth is relatively high while 4.6 % of the
same category doesn‟t believe so. In partnership category, 45.5% of the respondents agree to
the statement that the cost of internet bandwidth is high while 54.5% were neutral about the
statement. Government owned and institutional owned cybercafés are 100% neutral about the
cost of internet bandwidth. From the table, it is implied that as the business form moves from
sole proprietorship down the line to institutional owned, the burden of cost of bandwidth
neutralizes.
41
Table 4.10: Cost of Bandwidth
The cost of bandwidth is relatively high
Total Strongly
Agree Agree Neutral Disagree
Strongly
Disagree
Fo
rm o
f B
usi
nes
s
Sole proprietorship 17 15 10 1 1 44
38.6% 34.1% 22.7% 2.3% 2.3% 100.0%
Partnership 2 3 6 0 0 11
18.2% 27.3% 54.5% 0.0% 0.0% 100.0%
Government
owned
0 0 2 0 0 2
0.0% 0.0% 100.0% 0.0% 0.0% 100.0%
Institution owned 0 0 2 0 0 1
0.0% 0.0% 100.0% 0.0% 0.0% 100.0%
Total 19 19 19 1 1 59
32.2% 32.2% 32.2% 1.7% 1.7% 100.0%
4.4 Technological Factors Impeding the Quality of Cybercafés’ Internet Service
Table 4.11 outlines and ranks using coefficient of variation all the technological factors that
hinder the quality of cybercafés‟ internet services.
From the Table 4.11, it is revealed that power breakage is the main factor that affects the
quality of internet café services offered. The study also found that there are poor
communication facilities in Kenya and this is due to postdated ICT policies. The study
asserts that a sound telecommunication infrastructure is vital for internet cafes growth, but
because café owners rely on friends and associates for management and maintenance of
hardware and software, they end up offering poor quality cybercafé services. The study
found that some substandard or old PCs were bought hence repairing and maintaining the
equipment is crucial for the smooth and faster operation of the cyber.
On the other hand, the study found that cybercafé owners and staff do not regularly upgrade
their own computer skills. Due to this, they don‟t know what to do when customer computers
are attacked by viruses while connected to the internet. These viruses affect the performance
of the computer hence reducing the computer operating speed. The study found that high cost
of hardware and software is not a barrier to technology adoption in Kenya.
42
Table 4.11: Technological Factors and Quality of Cybercafés
Mean
Std.
Deviation CV
Electrical power breakage 4.41 1.219 0.276702
Poor telecommunication facilities 2.64 .737 0.278833
There is lack of amendments of ICT policies to make them current 2.24 .652 0.291554
A sound telecommunication infrastructure is vital for Internet cafes
growth 2.31 .771 0.334628
Cafe owners heavily rely on friends and associates to manage and
maintain hardware and software 3.75 1.347 0.359522
Repairing and maintenance of cyber cafe equipment is crucial for
efficient operation of the cyber café 2.71 1.035 0.381566
Some PCs bought were either substandard or old and thus never last 3.02 1.196 0.396472
We have some PCs having small-sized screens 2.76 1.194 0.432161
Small size of cyber rooms limits the number of PCs to be installed 2.71 1.175 0.43335
The network and applications in communications in Kenya are not
yet fully digitized 1.80 .805 0.44791
Access speed is the most important obstacle to increased Internet
usage in Kenya 2.53 1.369 0.542113
The high cost of Internet connections charges hinder the number of
Internet users in Kenya 2.36 1.297 0.550405
ISPs are incompatible with requirements of heavy Internet users 3.41 1.940 0.569386
Acquiring PCs for cybers is an expensive undertaking 2.15 1.243 0.577503
Cafe owners and staff regularly upgrade their own computer skills
regularly 1.54 .953 0.617691
Often customers' gadgets get attacked by viruses while connected to
the cyber cafe equipment 2.27 1.412 0.621766
High cost of hardware and software is a barrier to technology
adoption in Kenya 1.71 1.130 0.660284
Cyber cafe administrators have adequate knowledge in computing
and networking which enables them not to outsource maintenance 1.97 1.351 0.687375
4.4.1 Power Blackouts Hinder Cybercafés Service Provision
Table 4.12 shows the degree at which power blackout is a challenge to cybercafés service
provision.
From Table 4.12, all forms of business feel that power blackout is a challenge they face as
they offer their cybercafé services. 72.7%, 91%, 50% and 100% of sole proprietorship,
43
partnership, government owned and institutional owned respectively agree that power
blackout is a challenge they face as they offer their services to their customers.
Table 4.12: Power Blackouts
The power blackouts hinder cyber cafe service
provision Total
Strongly
agree Agree Neutral
Strongly
disagree
Form
of
Bu
sin
ess
Sole
proprietorship
10 22 10 2 44
22.7% 50.0% 22.7% 4.5% 100.0%
Partnership 5 5 1 0 11
45.5% 45.5% 9.1% 0.0% 100.0%
Government
owned
1 0 1 0 2
50.0% 0.0% 50.0% 0.0% 100.0%
institution owned 2 0 0 0 2
100.0% 0.0% 0.0% 0.0% 100.0%
Total 18 27 12 2 59
30.5% 45.8% 20.3% 3.4% 100.0%
4.4.2 Poor Telecommunication Facilities
To confirm the state of Kenyan communication facilities, Table 4.13 was extracted.
As shown from the table 4.13, 72.7%, 39.5% and 40% of age group 18-25, 26-35 and 36-40
respectively believe that Kenya has poor communication facilities. 18.2%, 48.8% and 60% of
the same age group are neutral of the statement.
Table 4.13: Telecommunication Facilities
Kenya has poor telecommunications facilities
Total Strongly
agree Agree Neutral Disagree
Strongly
disagree
Age
18-25 0 8 2 1 0 11
0.0% 72.7% 18.2% 9.1% 0.0% 100.0%
26-35 1 16 21 4 1 43
2.3% 37.2% 48.8% 9.3% 2.3% 100.0%
36-40 0 2 3 0 0 5
0.0% 40.0% 60.0% 0.0% 0.0% 100.0%
Total 1 26 26 5 1 59
1.7% 44.1% 44.1% 8.5% 1.7% 100.0%
4.4.3 Sound Telecommunication Infrastructure is Vital for Internet Cafes Growth
44
Table 4.14 checks the importance of sound telecommunication infrastructure in internet café
growth.
From Table 4.14, 66 percent of respondents with excellent computer skills and 50 percent of
respondents with average computer skills agree that sound telecommunication infrastructure
is vital for the growth of internet cafes. 28 percent and 33 percent of respondents with
excellent and average computer skills were neutral about the statement. 5.7 percent and 16.7
percent of respondents with excellent and average computer skills respectively disagreed that
sound telecommunication infrastructure is not vital for the internet cafes growth.
Table 4.14: Internet Café Growth
A sound telecommunication infrastructure is vital for Internet
cafes growth Total
Strongly agree Agree Neutral Disagree
Com
pute
r
Skil
l
Excellent 6 29 15 3 53
11.3% 54.7% 28.3% 5.7% 100.0%
Average 1 2 2 1 6
16.7% 33.3% 33.3% 16.7% 100.0%
Total 7 31 17 4 59
11.9% 52.5% 28.8% 6.8% 100.0%
4.4.4 Correlation of Technological Impediments
To show the correlations between the status of telecommunication facilities in Kenya and
other impediments, table 4.15 was extracted.
From the correlation table 4.15, there is a significant relationship between the variables.
From the table due to lack of effective competition in the telecommunication sector, there
exist poor telecommunication facilities that compromise the quality of the services offered to
clients.
45
Table 4.15: Correlation of Technological Impediments
A sound
telecommunication
infrastructure is vital for
Internet cafes growth
There is lack of
competitive
telecommunication
service providers in
Kenya
Existing
telecommunication
networks are
mainly found in
urban areas
Ken
ya
has
po
or
tele
com
mu
nic
atio
ns
faci
liti
es
Pearson
Correlation -.261* .341
** .401
**
Sig. (2-
tailed) .046 .008 .002
N 59 59 59
*. Correlation is significant at the 0.05 level (2-tailed).
**. Correlation is significant at the 0.01 level (2-tailed).
4.5 Technology Strategies to Improve Quality of Cybercafés Services
Table 4.16 presents the strategies to be adopted by cybercafés to improve the internet café
services they offer to their clients. The strategies are ranked basing on coefficient of
variations. The lower the CV value the higher the significance and vise versa.
The study found that more websites should be designed in Swahili. It was also found that
there should be proper coordination by major stakeholders in the cyber cafe sector to enhance
safety and security in the cyber and its immediate environment. Due to advanced network
which is digital and fibre optic around the whole country, cybercafés provide assistance to
clients who experience technical problems while accessing the net.
46
Table 4.16: Strategies to Improve Quality of Cybercafés Services
Mean
Std.
Deviation CV
More websites in Swahili should be designed 2.12 .646 0.305
Safety and security in the cyber and its immediate environment
should be enhanced 1.14 .392 0.345
There should be proper coordination by major stakeholders in the
cyber cafe sector in Nairobi 2.07 .740 0.358
Cyber staff to provide assistance to clients who experience technical
problems while accessing the net 1.20 .446 0.371
Kenya has to enhance an advanced network which is digital and fibre
optic around the whole country 2.71 1.130 0.417
The telecommunications regulatory reforms help the private sector
compete and develop infrastructure 2.47 1.040 0.420
There is adequate feedback mechanisms between the cyber cafe staff
and clients 1.37 .584 0.426
Charges (monthly subscription fees) for Internet connections to ISPs
is high 1.69 .725 0.428
Cafe owners sustain and grow their businesses by running both
related and unrelated businesses in the cafe premises 2.39 1.130 0.473
This cyber cafe has a stand-by electricity generator that is switched
on when power goes off 2.71 1.301 0.480
The cyber cafe staff lack awareness of customers' real needs 3.51 1.765 0.503
Subsidies should be introduced by the government to make
equipment purchase and maintenance affordable 1.63 .908 0.558
It is affordable to and easy to acquire IT skills in Kenya 2.19 1.293 0.591
Our customers are given a tally number to wait for their turn to use a
PC 3.25 1.944 0.597
Kenya Internet connection makes people always connected to high
speed 1.90 1.155 0.609
Cybers should train IT unskilled users on how to explore the Internet 1.81 1.106 0.610
There should be compensation from the Kenya Power for electricity
down time periods 2.05 1.279 0.624
Cafe owners upgrade their computer skills regularly 1.71 1.084 0.633
More relevant content, local content and local software applications
should be designed 1.69 1.193 0.704
This cyber is adequately staffed 1.59 1.146 0.720
Taxes on computers make them too expensive to buy 1.63 1.173 0.721
Kenya should assemble PCS within the country to make them
affordable 1.56 1.134 0.727
Bundle types offered at this cyber are friendly to customers 1.61 1.175 0.730
There should be maintenance of an adequate and continuous supply
of electricity in Nairobi 1.25 1.076 0.858
The cyber staff need more training 1.56 1.546 0.991
47
The telecommunications regulatory reforms ought to help the private sector compete and
develop infrastructure. There should be adequate feedback mechanisms between the cyber
cafe staff and clients and that cybercafés should have a stand-by electricity generator that is
switched on when power goes off.
4.5.1 Telecommunication Regulatory Reforms
Table 4.17 reveals the importance of telecommunication regulatory reforms in enhancing the
quality of services offered by the cybercafés.
From the Table 4.17, 57 percent, 66 percent, 50 percent and 50 percent of respondents from
sole proprietorship, partnership, government owned and institutional owned forms of
business respectively agree that telecommunications regulatory reforms would help the
private sector compete and develop infrastructure.
Table 4.17: Regulatory Reforms
The telecommunications regulatory reforms help the
private sector compete and develop infrastructure Total
Strongly
Agree Agree Neutral Disagree
Form
s of
Busi
nes
s
Sole
proprietorship
2 23 19 0 44
4.5% 52.3% 43.2% 0.0% 100.0%
Partnership 1 6 3 1 11
9.1% 54.5% 27.3% 9.1% 100.0%
Government
owned
0 1 1 0 2
0.0% 50.0% 50.0% 0.0% 100.0%
Institution owned 0 1 1 0 2
0.0% 50.0% 50.0% 0.0% 100.0%
Total 3 31 24 1 59
5.1% 52.5% 40.7% 1.7% 100.0%
4.5.2 Kenya should Assemble PCs
Table 4.18 shows the respondents‟ response on the opinion that Kenya should start
assembling PCs within the country to make them affordable.
From Table 4.18, 94%, 97%, 91% and 100% of respondents of experience less than 2 years,
3-5 years, 6-8 years and 9 and above years respectively believe that Kenya should start
48
assembling PCs within the country. They feel that if this initiative is seriously taken into
account, the personal computers would be affordable to most of cyber users.
Table 4.18: Assembling Personal Computers
Kenya should assemble PCS within the country to make
them affordable Total
Strongly
agree Agree Neutral Disagree
Len
gth
of
Ser
vic
e
Less than 2 years 10 5 1 0 16
62.5% 31.3% 6.3% 0.0% 100.0%
3-5 years 21 7 0 1 29
72.4% 24.1% 0.0% 3.4% 100.0%
6-8 years 3 7 1 0 11
27.3% 63.6% 9.1% 0.0% 100.0%
9 years and above 1 2 0 0 3
33.3% 66.7% 0.0% 0.0% 100.0%
Total 35 21 2 1 59
59.3% 35.6% 3.4% 1.7% 100.0%
4.5.3 Cyber Safety and Security
Table 4.19 analyses respondents‟ opinion on cyber safety and security.
As shown from table 4.19, 100% of respondents from Moi Avenue, Tom Mboya Street,
River Road, Harambee Avenue and Haelle Selasse Avenue agreed to the opinion that safety
and security of the cyber and its immediate environment should be enhanced. The result
implies that cyber security is paramount and that all stakeholders in the telecommunication
industry should take measures to curb cyber insecurity.
49
Table 4.19: Safety and Security
Safety and security in the cyber and its
immediate environment should be enhanced Total
Strongly agree Agree Neutral
Loca
tio
n
Moi Avenue 19 3 0 22
86.4% 13.6% 0.0% 100.0%
Tom Mboya 21 2 0 23
91.3% 8.7% 0.0% 100.0%
River Road 2 0 0 2
100.0% 0.0% 0.0% 100.0%
Koinage 3 0 1 4
75.0% 0.0% 25.0% 100.0%
Harambee Avenue 4 0 0 4
100.0% 0.0% 0.0% 100.0%
Haelle Selasse Avenue 3 1 0 4
75.0% 25.0% 0.0% 100.0%
Total 52 6 1 59
88.1% 10.2% 1.7% 100.0%
4.6 Chapter Summary
In this chapter, the study provided the findings with respect to the information given out by
the respondents. The first section provided the study findings based on technical status of
cybercafés. The section that followed presented the study findings on the technological
factors that impede the quality of cybercafé internet services, finally the third section
presented findings on strategies to improve the quality of cybercafé services. The next
chapter presents the conclusion, summary as well as the discussions and the
recommendations.
50
CHAPTER FIVE
5.0 DISCUSSIONS, CONCLUSION AND RECOMMENDATIONS
5.1 Introduction
This chapter presents the summary of the study. In part 5.2, the summary of the study is
presented while the discussions and conclusion of the study is in part 5.3 and 5.4
respectively. Part 5.5 entails the recommendations
5.2 Summary
The purpose of the study was to determine the barriers to quality of services offered by
Internet cafés in the Nairobi Central Business District. This study was guided by the
following research questions: What is the general technical status of cybercafés in the
Nairobi CBD? What are the technological factors that impede the quality of internet café
service provision in the Nairobi CBD? And What are the technological strategies that can be
adopted to improve the quality of internet café services in Nairobi CBD?
The study adopted a descriptive research design. The most important goal of this research
was to describe the information and characteristics about what is to be studied. The target
population in the study was both cybercafé staff and users of the cybercafé services within
Nairobi CBD. Simple random sampling technique was employed to select 64 respondents as
it is necessary for the nature of the subject. This sampling technique allowed the researcher to
ensure that each case in the population has an equal chance of being included in the sample.
A questionnaire was a data collection tool that was used to collect the relevant information
needed for analysis. Inferential statistics was used to extract findings and present results.
The study sort to find out more about technical status of cybercafés within Nairobi CBD to
ascertain the quality of internet café services provided. The study found that cybercafés
experience frequent raids by Kenyan authorities. It was also found out that in the cybers,
there are many un-functioning and obsolete devices like printers and computers. The latter
explains why there is still a large unsatisfied demand in Kenya for internet café service. From
the study, it is noted that expenses for providing cybercafé services are high and this is due to
51
competition being experienced which leads to low profits. The study found out that some
government regulations pertaining to cybercafé operations are unrealistic and unsustainable
hence enhance cyber crime which is a major problem in Kenya.
According to the study, cybercafés face technological challenges that impede their delivery
of quality services. Poor telecommunication facility is one of the key challenges facing
cybercafés. The poor telecommunication facility is caused by lack of amendments of ICT
policies to make them current hence making café owners heavily rely on friends and
associates to manage and maintain hardware and software. The study found that a sound
telecommunication infrastructure is vital for internet cafes growth. Due to the latter
statement, repairing and maintaining cyber café equipment is crucial for efficient operation
of the cybercafés. It was found that network and applications in Kenyan communication
industry are not fully digitized hence slowing down access speed. This causes the most
obstacles in increasing internet usage in Kenya.
The study found and ranked the strategies to improve quality of cybercafé services according
to how quick the strategies need to be implemented. The following measures are given the
first priority; more websites in Swahili should be designed, stakeholders should enhance
safety and security in the cyber and its immediate environment, there should be proper
coordination by major stakeholders in the telecommunication sector, cyber staff ought to
provide assistance to clients experiencing technical problems while accessing the net and
Kenya should adopt advanced network which is digital and fiber optic around the whole
country. The study also found that telecommunication regulations should reform to help the
private sector compete and develop infrastructure.
5.3 Discussions
5.3.1 Technical Status of Cybercafés
The study tested and analyzed many factors that are brought as a result of using the services
of the cybercafé. Among the factors are; frequent raid by Kenyan authorities, more un-
functioning and obsolete devices, large unsatisfied demand in Kenya, high expenses, tight
competition, unrealistic government regulations, and cyber crime.
52
The study found out that frequent raid of cybercafés by government authorities cause the
cybercafés to low quality services. Hong and Huang (2005) agree with the findings and state
that the authorities are in dilemma between promoting information and resisting
democratization. The authorities assume that many minors use the internet for watching
pornography and or for commercial gambling.
It is revealed from the study that there are more un-functioning and obsolete devices that is
causing large unsatisfied demand in Kenya for internet café services. Chachage (2001)
confirms the findings by stating that developing nations especially Africa face problems
associated with internet café equipment especially obsolete hardware. Qui and Liuning
(2005) disagree with the statement and state that the problem is with the regulation
authorities that do not stipulate strict requirements in regard to licensing, equipment, business
hours and safety of the users.
The study found that the cybercafés are experiencing stiff competition that has made
operating expenses to rise. This has caused the cybercafés to experience fall in profits. Brown
et al., (2009) support the findings by asserting that high cost of access is the major reason
why there is limited number of internet café users. They continue by saying that this limited
number cause reduction in the income resulting in low profit realization. CCK (2007) also
supports the findings by stating that internet services are not as profitable as voice services or
even SMS services. CCK emphasized that dial-up internet services are not affordable by
most of the users in Kenya.
It was found that most of the government regulations pertaining to cybercafé operations are
unrealistic and unsustainable. According to the study, these unrealistic regulations cause
rising incidents of cybercrime in Kenya. Rangaswamy (2007) revealed in his study that the
regulations in China stipulate strict requirements in regard of licensing, equipment, business
hours and safety. The latter, according to the author, helps to curb cyber crime in China and
that is the reason why China has minimum cases of cyber crime.
From the study, it was noted that cybercafé owners and management sort to increase speed
by signing up to more than one ISP. The study went ahead to confirm that due to this signing
53
to more than one ISP, the cost of bandwidth increased tremendously. Rangaswamy (2007)
found that ISP broadband network infrastructure make people always connected to high
speed internet services. But on the other hand, Nnafie (2002) confirmed that ISPs access fees
increase with the number of ISPs subscribed to.
5.3.2 Technological Factors Impeding the Quality of Cybercafés’ Internet Service
The study found a multiple number of factors impeding the quality of cybercafés‟ internet
service. The findings were analyzed and ranked according to their level of impact to the
organizations using coefficient of variation. The high impact level factors are; electrical
power breakage, poor telecommunication facilities and lack of amendments of ICT policies
to make them current. The moderate impact level factors are; relying heavily on friends and
associates to manage and maintain hardware and software, substandard and old PCs, un-
digitalized network and applications in Kenyan communications and low internet access
speed.
The study revealed that cybercafés find it hard to offer quality services to their clients due to
electrical power breakage. This is echoed by the findings of Rangaswamy (2007) who found
out that computers, printers and many other devices cannot work without electrical power.
Rangaswamy believed that due to power shortages, cybercafés are unable to offer quality
internet services to their clients. Most respondents believed that power blackouts hinder
cybercafés‟ service provision.
It was also found that poor telecommunication facilities hinder cybercafés from offering
quality services to their esteemed customers. More than 50% of respondents believed that
Kenya has poor communication facilities and that is the reason why the quality of the
services they offer is compromised. Sairosse and Mutula (2003) found that a sound
telecommunication infrastructure is vital for the growth of internet services. Oyeyinka (2005)
on the other hand agreed to the study‟s findings by asserting that African countries have a
comparably weak physical and knowledge infrastructure base, and this is revealed by poor
telecommunication facilities.
54
The study found that a repairing and maintenance of cybercafé equipment is crucial for
efficient operation of the cyber. It was revealed that café equipment are not well repaired and
maintained because the owners heavily rely on friends and associates to manage and
maintain hardware and software. Nnafie (2002) support the findings by stating that most
cybercafés in india rely on friends for maintenance. Rangaswamy (2007) found that for
someone to effectively maintain ICT equipment, he must have specified ICT skills that are
acquired through formal training. The study on other hand found that the friends and
associates that cybercafé owners rely on for maintenance and repair of their ICT equipment
don‟t have the required ICT training.
From the study, the purchasing of substandard or old PCs that dint last has caused the quality
of the services offered by the cybercafés. The study revealed that most of the PCs purchased
were also having small size screens. Hong and Huang, (2005) found that the majority of
cybercafé owners like buying second hand ICT equipment that compromise the quality of
services they offer. The study also found that the size of the cyber rooms limited the number
of computers to be installed hence posing a challenge to the utilization of the computer
services.
The network and applications in Kenyan communications are not yet fully digitized. Due to
this un-digitalized of networks and applications, cybercafés are experiencing low access
speed which is an obstacle to increased internet quality and usage in Kenya. Oyelaran and
Lal, (2005) digital inequality in developing nations is the cause of poor internet services
offered. The authors are supported by OECD (2010) that drivers for the internet access and
service provider sector include digital content and application, faster broadband connections
among others.
5.3.3 Strategies to Improve Quality of Cybercafé Services
The study found a variety of strategies to be implemented to improve the quality of cybercafé
services. The strategies were categorized according to their level of priority using coefficient
of variations and that the lower the CV value the higher the priority. The strategies given the
highest priority are; designing of more websites in Swahili, enhancement of safety and
55
security in the cybercafés and their immediate environment, proper coordination by major
stakeholders in the communication sector, provision of assistance to clients who experience
technical problems by cyber staff, enhancement of advanced network which is digital and
fiber optic around the country and reform of telecommunication regulations to help private
sector compete and develop infrastructure.
The study found out that more websites ought to be designed in Swahili. to achieve the
quality of internet service. This is believed to achieve the high quality of the cybercafé
services. Nnafie (2002) agree with the findings and states that when more websites with
swahili and local contents are designed, the developing communities find an essential
medium for communication. The author believe that the latter could be an efficient and cheap
ways for governments, NGO, institutions and companies to pass information on relevant
topics such as health, poverty, education, politics, culture and business to the public. Sairosse
and Mutula (2003) added that it is important to use the language that is most familiar to the
users than the language that is unfamiliar.
The study revealed that safety and security in the cybercafes and their environment should be
enhanced. This according to the study should be enhanced through proper coordination by
major stakeholders in the communication sector. Qui and Liuning (2005) in their study
believed that the concerned government should stipulate laws in regard to the number of
machines in a room, the status of the equipment and the business hours to ensure safety and
security is paramount to all stakeholders.
Provision of assistance by staff to clients who experience technical problems while accessing
the net was another measure to be considered. Adomi et al (2003) found that cybercafes
should be well staffed to provide the assistance needed by clients in accessing the internet.
He supports that the cybercafe staff should train the unskilled users on how to explore the
internet and get the most out of it.
The study revealed that the concerned parties in Kenya should enhance an advanced network
which is digital and fiber optic around the whole country. These regulatory reforms
according to the study would help the private sector compete and develop infrastructure.
56
Sairosse and Mutula (2003) found out that telecommunication infrastructures that are digital
microwave and fiber optic system provide high quality services. OECD (2010) found that
telecommunication regulatory reform has driven the widespread development of internet
infrastructure in developing countries by an equal base for competition.
5.4 Conclusions
5.4.1 Technical Status of Cybercafés
The study concludes that it is very significant that cybercafés experience frequent raid by
Kenyan authorities. This is followed by un-functioning and obsolete ICT devices that
compromise the quality of the services offered. From the study, it is concluded that there is a
large number of unsatisfied demand for internet services. This is due to the presence of many
un-functioning and obsolete ICT devices. It was also concluded that there is low profits in
cybercafé business and this is due to high competition and high expenses for providing the
services.
5.4.2 Technical Factors Impeding the Quality of Cybercafés Internet Services
The study found out that cybercafés are exposed to many technological impediments as far as
their business of offering services to the general public is concerned. It was concluded that
electrical power breakage, poor telecommunication facilities and lack of amendments of ICT
policies are highest significant impediments that compromise the quality of the services
offered by cybercafés. Heavily reliance on friends and associates to manage and maintain
hardware and software, purchasing of substandard and old computers are also challenges that
prohibit the quality of the services offered by the cybercafés.
5.4.3 Strategies to Improve Quality of Cybercafé Services
The study found out a variety of strategies to be implemented to improve the quality of the
services cybercafés offer. The study concludes that more websites in Swahili should be
designed to make users comfortable with the information accessed. There should be proper
coordination by major stakeholders in the communication sector to enhance safety and
security in the cyber and their immediate environment. The government and concerned
57
parties should reform telecommunication regulations that would empower private sector for
competition and infrastructure development. Due to the latter, advanced network which is
digital and fiber optic would be enhanced around the country. The study also concludes that
the cybercafé staff to provide assistance to clients who experience technical problems while
accessing net. This would create adequate feedback mechanisms between the cybercafé staff
and clients.
5.5 Recommendations
5.5.1 Recommendations for Improvement
5.5.1.1 Technical Status of Cybercafés
The study recommends that cybercafé owners should refrain themselves from buying un-
functioning and obsolete devices that never add value to their quality of service. The
management and owners of cybercafés are recommended to analyze the demand for the
internet services and the number of the computers they have to fill this wide demand gap.
The communication stakeholders should involve in safe competition and look for the
strategies to minimize risks and increase profitability of that sector. Government agencies are
recommended to stipulate policies and regulations are realistic to speed up the rate of curbing
cybercrime.
5.5.1.2 Technical Factors Impeding the Quality of Cybercafés Internet Services
The study found that cybercafés come across a lot of impediments that compromise the
quality of cybercafé services. Electrical power breakage is the first impediment that hinders
the quality of the service offered hence the study recommends the management and owners
of Cybercafés to invest in power backups that would ensure smooth running of their services.
The second challenge experienced by the cybercafés is poor communication facilities. The
study therefore recommends the government to amend ICT policies to ensure that there is no
importation and usage of poor communication facilities in the country. The café owners
ought to rely heavily on ICT experts for repairing and maintenance of their equipments other
than relying on friends and associates.
58
5.5.1.3 Strategies to Improve Quality of Cybercafé services
The study recommends the telecommunication stakeholders to design more website in
Swahili to increase the usage of internet services. The stakeholders are advised to properly
coordinate telecommunication sector with an objective of enhancing safety and security of
the cybercafés and their immediate environment. The government is agued to reform
telecommunication regulations to help private sector to compete and develop infrastructure.
This, according the study, would enhance the advancement of network which is digital and
fiber optic across the whole country.
5.5.2 Recommendation for Further Studies
The landing of new undersea telecommunications cables on the Kenyan shores and the
spreading of the same into the mainland may lead to increased connectivity and cheaper
bandwidth in the near future in the country. The expansion of the electricity network and the
increasingly use of mobile phones to access the Internet is enabling many Kenyans get Home
Internet. Many of the services initially offered by cyber cafes can now be comfortably
obtained from the mobile phone. More and more people are able to access the net from their
phones and hence reduce the need for visiting cyber cafes. The prices of modems and
computers are reducing. These and many other factors will most likely have a negative
impact on the growth of cyber cafes. We recommend further and similar studies on the
impact of these factors on cyber cafes growth in Kenya.
59
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63
APPENDICES
APPENDIX I: COVER LETTER
MWITA MICHAEL MARWA,
UNITED STATES INTERNATIONAL UNIVERSITY-AFRICA (USIU-A),
P.O. BOX 14634 – 00800,
NAIROBI.
Dear Respondent,
I am carrying out an academic research on the Technology Barriers to Quality of Services
offered by Internet cafes in the Nairobi central business district (CBD). This is in partial
fulfillment of the requirement of the Masters of Science in Business Administration degree
program at the United States International University (USIU-A).
This study will be carried out in the Nairobi CBD. You have been selected as one of the
lucky respondents. The result of this study will provide the management of cybercafés and
other interested parties with the necessary information for developing technology strategies
for enhancing effective cybercafé service delivery to clients. This is wholly an academic
study and confidentiality is strictly emphasized. Your name will not appear anywhere in the
report. Kindly, spare some time to complete the questionnaire attached. Your contribution to
this project is very important.
Thank you in advance,
Yours sincerely,
Mwita Michael Marwa
64
APPENDIX II: QUESTIONNAIRE
QUESTIONNAIRE
This study is a requirement for the partial fulfillment of the Master of Science in Business
Administration program of the United States International University Africa (USIU-A). The
purpose of this study is to investigate technology barriers affecting the quality of services
provided by Internet cafes situated in the Nairobi CBD. The findings of this study will
provide the Internet café owners or administrators and other stakeholders with information
that can be used to design technology strategies for enhancing quality of services offered by
the cyber cafes. This is purely an academic exercise and all information collected will be
treated with utmost confidentiality.
PART I: Demographics
Kindly answer all the questions, either by ticking (√) in the boxes or writing in the spaces provided:
Q1. What is your age?
1. 18-25 years 4. 41-50 years
2. 26-35 years
3. 36 -40 years 5. 51years and above
Q2. What is your highest educational attainment?
1. Form 4/6 4. Masters
2. Certificate/Diploma 5. Other (Specify, please) ……………………
3. Bachelors Degree
Q3. As a cybercafé administrator, please rate your computer skills
1. Excellent
2. Average
3. Below average
Q4. Along which road is the cybercafé located?
Moi Avenue Harambee Avenue
Tom Mboya Haelle Selasse Avenue
River Road Other (specify, please)……………………..
Koinage Street
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Q5.As a cybercafé administrator or owner, how long have you been offering cybercafé services in
the Nairobi CBD?
1. Less than 2 years 4. 9 years and over
2. 3-5years
3. 6-8 years
Q6. Which year was the current cybercafé business opened?
Before 1995 2006-2010
1996-2000 2011-2013
2001-2005
Q7. What kind of additional (non Internet) services does the cybercafé offer apart from browsing
and
e-mail access?
1. Money transfer services 5. Access to online games
2. Telephone and photocopying 6. Scanning and printing
3. Multiple software/video conferencing 7. Other (specify, please) -------------------
4. Coffee and snacks
Q8. On average, how much do you spend on cyber cafe internet connections alone in a month?
Less than Ksh.10, 000
Ksh. 10,000-50,000
Ksh. 50,001-90,000
More than Ksh. 90,000
Q9.How much is your monthly total expenditure in this Internet café business (water, rent,
electricity, marketing, transport, license fees, salaries, etc)?
Less than Ksh.10, 000
Ksh. 10,000-20,000
Ksh.20, 001-30,000
Ksh. 30,001-50,000
Ksh. 50,001-70,000
Ksh. 70,001-100,000
More than Ksh. 100,000
Q10. What form of business ownership is the cybercafé?
1. Sole proprietorship 3. Government owned
2. Partnership 4. Institution owned
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Q11.On average how many customers does the cyber café serve in each day?
1. Less than 100 4. 301-400
2. 150-200 5. Above 400
3. 201-300
Q12.What is the browsing rate in terms of Kenya shillings?
Ksh.0.50 per minute
Ksh.1 per minute
More than Ksh.1 per minute
Q13. Do you (offer overnight services) open the cybercafé past midnight?
Yes No
Q 14.Do you have another cyber café located elsewhere?
Yes No
Q15. How many days is the cyber café open in a week?
Five Seven
Six Other (specify please)………………………..
Q16. What is the average time spent per use per session?
Less than 20 minutes 41-60 minutes
21-40 minutes More than 1hr
Q17. How many employees does the cybercafé have?
One Five
Two 6-9
Three More than 10
Four
Q18. On average, how long does a disconnection to the Internet last when it occurs?
Less than 20 Minutes 2 hrs -1 day
20 -59 Minutes More than 1 Day
1 hr – 2 hrs
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Software:
Q19. Which type of link of connectivity is in use in this cyber café?
Wireless Cable
Q20. Which browser do you commonly use?
Mozilla Firefox Opera
Google Chrome Others (Specify, please)………
Internet Explores
Q21. What are your reasons for popularity of the above browser?
High speed Can easily be customized
Relevance of content Other (Specify, please)…………………
Good features
Q22.Which networking operating system is used in this cybercafé?
Artsoft‟s LAWfastic Mirosoft‟s LAN Manager
Banyan VINES Others (Specify please)………………………….
Novell‟s Netware
Q23. What are your reasons for preferring using the above networking OS?
Affordable Easy to packet sniff
Easy to configure Others (Specify please)…………………
Easy to change serial ports
Q24.Which antivirus is commonly in use?
AVG Kaspersky
McAffe Ad Aware
Norton Other (Specify please)……………………………….
Q25. What are your reasons for preferring the above antivirus?
Affordable Readily available
Effectiveness Other (Specify please)……………………………….
Q26. What is the computer processing speed for most of the PCs?
3.8GHz
2GHz
Other (Specify please) …….
Q27.Which Office Software do you use?
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MS 2010 Open Office (Linux)
MS 2007 Others (Specify please)………………
MS 2003
Q28. Which type of flash reader is in use?
Single card reader
Multi card reader
Series card reader
Q39. Which Adobe reader version is in use?
11.0 (47.79MB) 9.3 (40.49MB)
10.1 (48.49MB) Others (Specify please)………………
9.4 (26.35MB)
Hardware:
Q30. How many PCs are functional?
1-5 16-25
6-10 26-30
11-15 More than 31
Q31. Are all the PCs connected to the Internet?
Yes No
Q32.Which router is the cybercafé using?
VPN router/firewall
UTM gateway or firewall
Others (specify, please) ………………
Q34. What are your reasons for preferring that particular router?
Speed PoE support
Switching capacity Standards and features
Dual back capability Others (Specify, please)…………….
Q35. Which type of switch do you use?
16 ports 32 ports
18 ports Others (Specify, please)………………
24 ports
Q36.What type of PC do you commonly use?
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HP Compac
Dell Others (Specify, please)
Acer
Q37.For every client PC the data transfer speed is:
64 kbps Unlimited
96 kbps Others (specify) ………………
128 kbps
Q38 Which timer application are you using?
Kenswitch Cyberpro
Mukahawa Others (Specify please)………………
Q39. In case you have a generator, how long does it take to start the standby generator when power
goes off?
Less than 2 minutes
2 minutes
More than 2 minutes
PART II: Technology Status of Cyber Cafés
Q40. Please tick (√) the numeric value corresponding to your personal opinion for each statement.
Str
on
gly
ag
ree
Ag
ree
Neu
tral
dis
agre
e
Str
on
gly
dis
agre
e
a.)Customers and staff Number
1.)Majority of Internet café services
users are the young people
2.)More males than females visit
cybercafés
3.)There is a large unsatisfied demand
in Kenya for Internet café services
4.) Cyber café staff are always
available to answer questions and offer
help to customers
70
b.)Location
1.)Most cybercafés in Kenya are
located in Nairobi and other major
urban areas
2.) This cybercafé is conveniently
located for customers‟ accessibility
c.)Length of operation
1.) This cybercafé opens past midnight
d.) Infrastructure
1.) There are enough players in the
ICT (such as ISPs) industry which
encourage cybercafé business growth
e.) ISP / Bandwidth
1.)We are satisfied with our ISP
2.) We have signed up to more than
one ISPs to add some redundancy and
increase speed
3.) The cost of bandwidth is affordable
4.)Internet speeds in Kenya are high
f.)Cost
1.)Expenses are high for providing
cybercafé services in Nairobi
2.)There is high competition in the
cyber café sector which results in low
profits for the cybercafés
g.)Benefits/Impact
1.)We offer training in computer skills
2.)Accessing the e-mail is the most
popular reason for customers visiting
cybercafés
3.)Cybercafés offer opportunities to
ordinary people to access information
and communicate
4.)Cybercafés pose a threat to Kenyan
traditions and cultural values
5.)Kenyan authorities frequently raid
cybercafés to fight „‟unethical‟‟ use of
the Internet
h.)Hard ware
71
1.)We have at least one functioning
colour printer
2.) We have more than one functioning
printer
2.We have at least one functioning
scanner
3.)We have a functioning Web cam
4.)We have headphones for each client
PC
5.)Each client PC is connected to an
UPS/AVR
6.)USB 2.0 port is easily accessible to
cyber café users
7.)Floppy and CD ROM drives on
every client PC are properly
functioning
8.)All keyboards and mice installed
work properly
9.)We have keyboards installed and in
use that have invisible
characters/keyboards with strange
characters
i.)Software
1.)We have windows media player
connection to each client PC
2.) We regularly update all our
software
3.)We provide customers with
software they require
j.)Maintenance procedure
1.)In this cybercafé a good equipment
repair and maintenance procedure is in
place
2.)Cost of repair and maintenance of
equipment is affordable
k.) Others
1.)Some Government regulations
pertaining to operations of cyber cafes
are unclear, unrealistic and
72
unsustainable
2.)Cybercafés face many challenges
3.)Cybercrime is a major problem in
Kenya
4.) The cyber café solicits feedback
from customers such as through
questionnaires, suggestion boxes,
customer satisfaction surveys,
compliment boxes, etc
5.) We have many loyal customers/
customers keep coming back
73
PART III: Technology factors impeding the quality of services offered by cybercafés
Q41. Please tick (√) the numeric value corresponding to your personal opinion for each statement
Str
on
gly
ag
ree
Ag
ree
Neu
tral
dis
agre
e
Str
on
gly
dis
agre
e
A.) Investments/Number of PCs
1.)A sound telecommunication
infrastructure is vital for the growth of
Internet cafes
2.)Kenya has poor telecommunications
facilities
3.)There is lack of competitive
telecommunication service providers
in Kenya
4.)Existing telecommunication
networks are mainly found in urban
areas
5.)Acquiring PCs for installing in
cybercafés is an expensive undertaking
6.)Computers acquired for cybercafés
are either substandard or old and
therefore never last for long
7.)The small size of most cybercafé
rooms limits the number of computers
to be installed in the cybercafé
8.) We have some PCs having small-
sized screens
B.) Connection and Speed
1.)The network and applications in
communications in Kenya are not yet
fully digitized
2.)The slow network affects negatively
the operations of cybercafés in Nairobi
3.)Nairobi cyber cafes have constant
access to high-speed Internet
4.) Our ISP compensates/refunds this
cyber cafe for the periods of Internet
disconnections
5.)Access speed is the most important
obstacle to increased Internet usage in
74
Kenya
6.)I am satisfied with the quality of
network connection to ISPs
7.)ISPs are incompatible with
requirements of heavy Internet users
C.) Power Blackouts
1.)Power blackouts in Nairobi are a
norm/occur frequently
2.)The power blackouts hinder
cybercafé service provision
5.)Kenya Power compensates/refunds
cybercafés for power blackout periods
D.) High cost of equipment
maintenance
1.)High cost of hardware and software
is a barrier to technology adoption in
Kenya
2.)Cybercafé administrators have
adequate knowledge in computing and
networking which enables them not to
outsource equipment maintenance
3.)Repairing and maintaining
cybercafé equipment is affordable to
the cybercafé
E.) High Access Fees Charged by
ISPs
1.)The cybercafé monthly subscription
fees charged for Internet connections
by ISPs are affordable
2.)The high cost of Internet
connections charged by ISPs has
hindered the growth in number of
Internet users in Kenya
H.) Inadequacy of Local Content
1.)Kenyans prefer using English in
accessing the web
2.)The Internet is dominated by
foreign content(there is limited local
content and applications)
I.) Inadequacy of IT Skills
1.)Cafe owners heavily rely on friends
75
and associates to manage and maintain
hardware and software
2.)Café owners and staff upgrade their
own computer skills regularly
3.)There are many clients to cybercafés
who are unskilled in IT use and always
require assistance from the cyber staff
J.) Virus attacks
1.) Often customers‟ gadgets (such as
flash disks) get attacked by viruses
while connected to the cyber café
equipment
K.)Others
1.) There is poor enforcement of ICT
policies and strategies
2.)There is lack of
amendments/revision of ICT policies
to make them current
3.) There is lack of opportunities for
complaints and appeals by cybercafés
4.) There is lack of adequate
recognition of the role of cybercafés in
ICT development in the country
76
PART IV: Technology Strategies that can be adopted to improve the Quality of Services offered
by Cyber Cafes
Q42. Please tick (√) the numeric value corresponding to your personal opinion for each
statement
Str
on
gly
ag
ree
Ag
ree
Neu
tral
dis
agre
e
Str
on
gly
dis
agre
e
a.)Infrastructure Investment
1.)There is an ICT strategy plan in
place for Kenya
2.)The telecommunications regulatory
reform help private sector to compete
and develop infrastructure
3.)Kenya has an advanced network
which is digital and fibre optic around
the whole country
4.)Taxes on computers in Kenya make
computers too expensive to buy
5.)Our cybercafé users are given a
tally number to wait for their turn to
use a PC
6.)Kenya should assemble PCs within
the country to make them affordable
7.)There is congestion in this
cybercafé most of the times
b.)Bandwidth Connection
1.)Kenya Internet connection makes
people always connected to high speed
2.)Bundle types offered at the cyber
café are friendly to customers
c.)Power blackouts
1.)There should be maintenance of an
adequate and continuous supply of
electricity in Nairobi
2.) This cybercafé has a stand-by
electricity generator that is switched
on when power goes off.
3.)There should be compensation from
Kenya Power for electricity down time
77
periods
d.)Cost of Equipment Maintenance
1.)Cafe owners in Kenya sustain and
grow their business by running both
related and unrelated business in the
café premises
2.)Cafe owners upgrade their computer
skills regularly
3.)Cafe owners rely on friends and
associates to manage and maintain
hardware and software
4.)Subsidies should be introduced by
the government to make purchase and
maintenance of cybercafé equipment
affordable
e.)Access Fees Charged by ISPs
1.)Charges(monthly subscription fees)
for Internet connections to ISPs is
high
f.)Local Content
1.)More websites in Swahili should be
designed
2.)More relevant content, local content
and local software applications should
be designed
g.)IT Skills
1.) It is affordable and easy to acquire
IT skills in Kenya
2.)This cybercafé is adequately staffed
3.)Cybercafés provide assistance to
clients who experience technical
problems while accessing the net
4.)Cybercafés should train IT unskilled
users on how to explore the Internet
5.)The cyber café staff need more
training so that they are able to guide
clients clearly when clients get stuck
h.)Others
1.) Safety and security in the cybercafé
and its immediate environment
should be enhanced
78
2.) There is adequate feedback
mechanisms between the cybercafé
staff and clients
3.) The cybercafé staff lack awareness
of customer‟s real needs
4.) Generally there is proper
coordination by major stakeholders in
the cybercafé sector in Nairobi
Q43. In your opinion which areas/services require improvements so that quality of services to
cybercafés and customers can be improved such as to make them more effective and
efficient?
Q44. Please, be free to give any other comment that is important as far as this study is concerned.
THANK YOU FOR TAKING YOUR TIME TO COMPLETE THE QUESTIONNAIRE
