Bridging the QoS-perception gap: a mixed-methods study of user satisfaction with MTN Ghana’s 4G network

Despite substantial investment in 4G infrastructure, mobile broadband user satisfaction in Ghana remains uneven. This study investigates the relationship between selected user-perceived quality-of-service (QoS) attributes and user satisfaction with MTN Ghana's 4G network using a mixed-methods approach grounded in expectation confirmation theory (ECT) and the SERVQUAL framework. Data were obtained from an analytic sample of 253 students and staff across four university campuses. Multiple linear regression results indicate that perceived packet loss (β = −0.142, p < 0.001) and perceived throughput (β = −0.072, p = 0.046) were statistically significant, although modest, predictors of user satisfaction, collectively explaining approximately 7.8 % of the variance. The direction of the estimated coefficients reflects the ordinal coding of the self-reported QoS measures and should therefore be interpreted within the measurement framework adopted in this study. Although delay and environmental factors were not statistically significant in the quantitative models, they featured prominently in qualitative responses, revealing a disconnect between measured QoS indicators and user perceptions. Thematic analysis identified recurring concerns related to coverage gaps, data affordability, speed, and customer support quality. Exploratory factor analysis extracted three latent satisfaction dimensions, network reliability, environmental interference, and latency, while hierarchical clustering segmented users into three broad satisfaction groups. Overall, the findings demonstrate a persistent misalignment between technical performance metrics and perceived service quality, highlighting the need for perception-informed and user-centered strategies as Ghana advances toward 5G deployment.