Main Article Content
This article sets out to investigate factors affecting the performance of telecommunication service providers in Uganda, using Uganda Telecom Limited as a case study. It identifies and examines the metrics used to measure performance in telecommunication service, investigates the factors affecting performance of Uganda Telecom Limited, and recommends appropriate performance improvement strategies. The study employed a descriptive research design that involved both quantitative and qualitative research methods. Primary data was collected using a five scale Likert questionnaire, administered to a total of 106 respondents. Data collected through the questionnaires were entered into SPSS v.21 statistical software and analysed for descriptive statistics. Findings revealed that the performance of Uganda Telecom Limited was influenced by both external and internal factors. In the final discussion, the article presents the metrics used to measure performance of the case study company and advances performance improvement strategies. In all, the article provides useful insight into the telecommunication service industry not only in Uganda but also in other developing countries.
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