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

Dr. Michelo Peter Mackwell

doi:10.34257/GJMBREVOL25IS2PG1

Authors

Dr. Michelo Peter Mackwell

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.

Downloads

Article PDF

How to Cite

The Effect of IT Audits on Customer Satisfaction in Zambia’s Telecommunication Companies. (2025). Global Journal of Management and Business Research, 25(E2), 13-26. https://doi.org/10.34257/GJMBREVOL25IS2PG1

Download Citation

References

R Anderson (2020) Impact of Internet Access on Economic Participation.

A Bharadwaj (2019) Leveraging IT Systems for Competitive Advantage. 12(2), 88-101.

S Bragg (2020) Corporate Governance and IT Assurance. 12(3), 55-71.

T Brown (2020) Telecom failures and public trust. 8(1), 22-35.

H Chan (2016) Aligning audit strategy with IT risk profiles. 4(1), 33-45.

K Chabala (2022) Mobile Money Fraud Trends in Zambia. 5(1), 44-58.

L Chen, Q Wang (2020) Information systems audit in cyber environments. 14(3), 211-229.

L Chen (2018) IT Audits and Decision Making in Digital Economies. 9(4), 49-64.

(2020) CISA ® Certified Information Systems Auditor Practice Tests.

D Dobrzykowski (2015) Strategic alignment of IT and service quality. 3(2), 112-128.

(2016) General Data Protection Regulation (GDPR).

P Giorgio Chiara (2018) European Union ∙ Commission Delegated Regulation (EU) 2022/30 Supplementing Directive 2014/53/EU on Radio Equipment: Strengthening Cybersecurity, Privacy and Personal Data Protection of Wireless Devices. 8(1), 103-107.

(2012) COBIT Framework for IT Governance.

(2020) The Audit Committee. 81-119.

Naufal Labib (2019) Mengenal Information Systems Audit and Control Association (ISACA).

D Jackson (2021) Digital Transformation and Operational Efficiency. 16(1), 58-77.

R Jones (2020) Historical Reference Points in the Computer Industry and Emerging Challenges in Cybersecurity. 7, 18-49.

Philip Kotler (2016) Reconceptualizing marketing: An interview with Philip Kotler. 12(4), 353-361.

K Kraemer (2021) Strategic IT Alignment and Customer Centricity. 18(3), 95-108.

N Kshetri (2017) Cybersecurity issues in developing economies. 20(1), 1-8.

P Léger (2014) System Monitoring and Customer Confidence in Mobile Services. 6(2), 91-105.

Robert Moeller (2016) IT Audit, Control, and Security.

K Muzata, M Simalalo, S Kasonde-Ng'andu, D Mahlo, M Banja, T Mtonga (2019) Perceptions of Students with Visual Impairments towards Their Inclusion in the Faculty of Education at the University of Zambia: A Phenomenological Study. 2(2), 170-210.

H Omar, I Anas (2021) Evaluating Internal Control Systems through IT Audits. 19(2), 77-92.

K Rainer, B Prince, C Cegielski (2020) Introduction to Information Systems: Supporting and Transforming Business.

J Schubert (2019) Strengthening Digital Finance Infrastructure in Africa. 4(1), 34-49.

S Sharma, M Gupta (2020) Auditing IT Infrastructures for Compliance.

T Singleton (2011) IIA and ISACA Standards for the Professional Practice of Internal Auditing. 57-81.

M Siponen (2009) Challenges of IT Audit in Compliance Culture. 11(4), 302-319.

J Smith (2019) Conclusion and Information Advantage. 25, 157-166.

(2018) California Consumer Privacy Act (CCPA).

J Taylor (2016) Customer Satisfaction and Telecom Service Quality.

D Turner (2017) Organizational IT Assurance.

Zicta (2022) Zambia Cybersecurity Threat Report.

Siame Songa, Moses Mupeta (2023) DESIGN AND IMPLEMENTATION OF A REAL TIME CHAT APPLICATION SYSTEM. 13(02), 1360-1373.