Mobile Telecommunications Quality of Service and Customer Satisfaction in Kampala, Uganda

Abstract

This study examined mobile telecommunications quality of service (QoS) and customer satisfaction (CS) in Kampala. The study had two objectives: One was to establish the relationship between network performance (NP) aspects of QoS and CS in Kampala and the second was to assess the relationship between non NP aspects of QoS and CS in Kampala. The researcher was perturbed by continuous information from Uganda Communications Commission (UCC), and other sources indicating that mobile telecommunications QoS was very poor in Kampala and Uganda at large. This prompted the study. A cross sectional research design was adopted and quantitative approach was used. The study population was the mobile telecommunications subscribers in Kampala estimated at 792,718. The sample size for the study was 384. Self-administered questionnaires were used to collect data and a response rate of 75% was obtained. Correlation results showed a significant weak positive relationship between NP and CS and a significant weak positive relationship between non NP aspects of QoS and CS. The findings provided an insight into customers’ satisfaction within the mobile telecommunications domain much as the study was limited to Kampala and to mobile voice telephony and SMS. Recommendations to TSPs included a need to emphasise both NP and Non NP QoS aspects for greater improvements in CS. Also, TSP training programs should be tailored to equip staff with necessary skills and knowledge to better serve the customers. TSPs should also increase the number of customer helpline staff and lines. Much as UCC carries out network performance tests; it was recommended that in addition nationwide surveys should be carried out to ascertain the non-network performance aspects of QoS of mobile telecommunications.