The Effect of IT Audits on Customer Satisfaction in Zambia’s Telecommunication Companies

Abstract

This study critically examines the effect of Information Technology (IT) audits on customer satisfaction within Zambia’s telecommunication industry. Despite the increasing reliance on IT systems for service delivery, systemic inefficiencies, frequent service interruptions, and cybersecurity concerns persist, particularly in companies such as Airtel, MTN, Zamtel, and Zed Mobile. A concurrent triangulation mixed-methods design was adopted, utilizing both quantitative survey data (n=228) analyzed via SPSS-including binary logistic regression-and qualitative insights from key informant interviews (KIIs), thematically analyzed. The regression results revealed that service quality, speed and reliability, and data protection confidence significantly influence customer satisfaction (p < 0.05), while awareness of IT audits had no direct effect. Qualitative findings highlighted customer concerns around unstable networks, data depletion, fraud vulnerability, and ineffective complaint handling. The findings point to a gap in both IT infrastructure and audit visibility. The study concludes by recommending institutionalization of regular IT audits, transparency in audit outcomes, and improvement in data security protocols as critical steps to building customer trust and satisfaction in Zambia's telecommunication sector.