The Impact of Service Quality Dimensions on Customer Satisfaction: A Case of Kabulbased Telecommunication Service Providers

Abstract

This study investigates the impact of service quality dimensions on customer satisfaction in Afghanistan's telecommunications sector. The research adopts a quantitative approach, utilizing a convenience sampling method to gather data. The objectives and hypotheses of the study were formulated and analyzed using statistical techniques. A total of 520 customers were surveyed, yielding 487 valid responses. The data was analyzed using the Statistical Package for Social Sciences (SPSS), version 24.0. Initially, a reliability test of the questionnaire was conducted, and Cronbach’s Alpha was found to be 0.867, indicating that all 36 items were reliable and consistent. The study employed scale analysis, correlation, and linear regression for data analysis.

The findings reveal that over half of the respondents were dissatisfied with network coverage. Correlation analysis showed a significant positive relationship between service quality dimensions and customer satisfaction. Linear regression analysis further revealed that dimensions such as reliability, assurance, responsiveness, and empathy have a positive influence on customer satisfaction, while tangibles were found to have a negative impact.