The Impact of Service Quality Dimensions on Customer Satisfaction: A Case of Kabul-based Telecommunication Service Providers

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.