Service System Innovation and Service Quality of Telecommunication firms in Nigeria

Abstract

This study explores the relationship between service system innovation and service quality in Nigerian telecommunication firms. The objective is to determine the relationships between service system innovation and service quality and identify the key drivers of service system innovation in the telecommunication industry. The study adopts a quantitative research approach, using a survey questionnaire to collect data from 200 customers of three major telecommunication firms in Nigeria. Data analysis is conducted using descriptive statistics and partial least square – structural equation modelling (PLS-SEM). The findings reveal a significant positive relationship between service system innovation and service quality in the Nigerian telecommunication industry. The results also indicate that the key drivers of service system innovation in the industry include idea generation, service development and commercialization. The study concludes that telecommunication firms in Nigeria can enhance their service quality by investing in service system innovation and focusing on the key drivers identified in this study. This research contributes to the existing body of knowledge by providing empirical evidence of the relationship between service system innovation and service quality in the Nigerian telecommunication industry, as well as identifying the key drivers of service system innovation in the industry. The study recommends that telecommunication firms in Nigeria should prioritize service system innovation to remain competitive in the industry and meet the increasing demands of customers.