Abstract:

The study set out to examine the effect of service quality aspects on customer satisfaction in Burundi telecommunication industry with reference to Econet wireless Burundi. The study was based on various specific objectives namely to: determine the relationship between Assurance and Customer satisfaction; evaluate the relationship between Responsiveness and Customer satisfaction; assess the relationship between Reliability and Customer satisfaction; examine the relationship between Empathy and Customer satisfaction; ascertain the relationship between Network Quality and Customer satisfaction; and investigate the effect of assurance, responsiveness, reliability, empathy, and network quality on customer satisfaction. Methodologically, the study used descriptive and correlational research design and opted for quantitative approach. The study population of 5,142 subscribers that gave the sample size of 130 determined using Roscoe’s Rule of Thumb was used. Simple random sampling technique was used to select customers to be participated in the study. Both primary source and secondary source of data were used. The study employed survey method and self-administered questionnaire as data collection tool. The collected data was processed and analysed using SPSS version 25.0 whereby descriptive statistics and Pearson correlation were used to evaluate the relationship between study variables, the nature, the degree, and the direction of that relationship. The regression analysis was employed also to compute the effect of Service quality aspects on customer satisfaction and draw conclusion and recommendations.

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