THE EFFECTS OF TELECOMMUNICATIONS TECHNOLOGY FRAUD ON CUSTOMER SATISFACTION: EVIDENCE FROM ZAMTEL LUSAKA.

This article investigates the effects of telecommunications technology fraud on customer satisfaction, using Zamtel operations in Lusaka, Zambia, as a case study. The research applies a mixed methods approach guided by the pragmatism paradigm, combining structured surveys from 110 Zamtel customers and interviews with frontline staff. The study identifies key fraud types including SIM swap scams, phishing attacks, and mobile money theft, all of which have contributed to growing dissatisfaction and loss of trust among customers. Quantitative findings show a statistically significant negative relationship between fraud exposure and customer satisfaction. Customers affected by fraud were more likely to disengage from mobile money services and expressed frustration over delayed feedback and unclear redress procedures. Qualitative insights reveal weaknesses in Zamtel’s current fraud management systems, particularly the reliance on manual processes and lack of real-time case tracking. The article concludes that improving customer trust requires investment in real-time fraud detection tools, automation of case resolution processes, and targeted public awareness campaigns. These interventions would enhance both customer experience and operational resilience in Zambia’s telecommunications sector.