Service innovation and quality service delivery in telecom companies in Mbale a case of MTN, Uganda.
No Thumbnail Available
Date
2026
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Busitema University
Abstract
Service innovation has become an important strategy for improving quality service delivery in the telecommunications industry, particularly in an increasingly competitive and technology-driven environment (Singh et al., 2023). This study examined the effect of service innovation on quality service delivery at MTN Uganda, using MTN Uganda as the case study. Specifically, the study assessed the influence of network innovation, digital customer service innovation, and mobile money innovation on quality service delivery. A descriptive cross-sectional research design employing both quantitative and qualitative approaches was adopted. Data was collected from 60 respondents using structured questionnaires and interview guides. Quantitative data was analyzed using SPSS Version 20 using descriptive statistics, correlation, and regression analyses. The findings indicated that technological innovation (r= 0,939, p= 0.001), process innovation (r= 0.946, p=0.01) and customer service innovation (r=0.947, p=0.01) each had a strong positive significant effect on service quality. Service innovation significantly improves quality service delivery. The findings support the SERVQUAL model by demonstrating that service innovation enhances reliability, responsiveness, customer satisfaction, and accessibility. The study concludes that continuous investment in service innovation enhances quality service delivery in the telecommunications sector. It recommends that MTN Uganda should strengthen network infrastructure, improve digital customer service platforms, enhance mobile money services, and continuously train employees to sustain high-quality service delivery.
Keywords: Service innovation, quality service delivery, telecom companies, Mbale, MTN, Uganda, telecommunications industry.
Description
Undergraduate research report
Keywords
Citation
Masaba, M. (2026). Service innovation and quality service delivery in telecom companies in Mbale a case of MTN, Uganda. [Unpublished undergraduate research report]. Busitema University.