Ebako Relindis Eloe¹, Negou Ernest¹ and Etape Emmanuel Ntungwe²

• (1) Department of Management Sciences
• (2) Department of Administrative Techniques

HTTTC Kumba, University of Buea, Cameroon

Corresponding Author: negou.ernest@ubuea.cm

To cite : Ebako et al. (2026), The Impact of Network Coverage On Customer Satisfaction. Case Study: Cameroon Telecommunication (CAMTEL) Kumba Branch. The Journal of Tertiary and Industrial Sciences, Volume(2), 94–133. https://doi.org/10.5281/zenodo.20583410

Submission Date: 13/03/2026                                                                                      Acceptance Date: 05/06/2026

Abstract

This study examined the relationship between network coverage and customer satisfaction among CAMTEL subscribers in Kumba Municipality, Cameroon. A quantitative research approach with a  causal research design was adopted. Data were collected using structured questionnaires administered to a sample of 200 respondents selected from an accessible population of 400 CAMTEL subscribers using stratified random sampling. The data were analysed using SPSS, employing descriptive statistics, Pearson Product Moment Correlation, and multiple regression analysis to test the relationships between variables and the stated hypotheses. The findings revealed that technological network coverage has a strong negative and significant relationship with customer satisfaction (r = -0.892, p < 0.001), indicating that poor technological infrastructure negatively affects satisfaction levels. Similarly, geographical network coverage also showed a strong negative and significant relationship with customer satisfaction (r = -0.784, p < 0.001), reflecting widespread dissatisfaction due to uneven network distribution, particularly in suburban and rural areas. In contrast, service-based network coverage demonstrated a strong positive and significant relationship with customer satisfaction (r = 0.684, p < 0.01), suggesting that improvements in voice, data, and broadband services contribute positively to customer experience. Regression analysis further showed that network coverage dimensions collectively explain a significant proportion of the variation in customer satisfaction, with service-based coverage contributing positively while technological and geographical coverage negatively influence satisfaction. The study concludes that customer satisfaction among CAMTEL subscribers in Kumba is significantly influenced by network coverage, though gaps in technological infrastructure and geographical accessibility limit overall satisfaction. While improvements in service-based network coverage are recognized, they have not fully translated into customer loyalty due to concerns about value for money and service consistency. Based on the findings, the study recommends that CAMTEL should prioritize upgrading its technological infrastructure, particularly 4G and fibre-optic services, expand network coverage to underserved rural and suburban areas, and enhance the consistency of service delivery. Additionally, the company should review its pricing strategies to improve perceived value, strengthen customer service, and implement customer retention initiatives. These measures will help bridge the gap between service improvements and customer expectations, ultimately enhancing satisfaction and loyalty among subscribers in Kumba Municipality.

Keywords: Network Coverage, technological network coverage, geographical network coverage, service-based network coverage, fibre-optic