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The adoption of ICT as an enabler of frugal innovation to achieve customer satisfaction. The mediating effect of frugal innovation

Year: 2022

Type: conference-paper

Abstract: The purpose of this research empirically examines the influence of information and communication technologies (ICTs) adoption and frugal innovation on customer satisfaction among small and medium-sized (SMEs) Colombian firms and determine whether the frugal innovation has a mediating role on the relationship between ICT adoption and customer satisfaction. A quantitative approach and cross-sectional design was applied through the Structural Equation Modeling. A simple random sampling technique and a self-administered questionnaire were used to gather data from a sample of 145 business owners in the Department of Bogota, Colombia. The outcomes indicate that ICT adoption has a significant influence on both frugal innovation and customer satisfaction. Furthermore, greater levels of frugal innovation increase customer satisfaction. Moreover, the frugal innovation demonstrated to play a significant partial mediating effect on the relationship between ICT adoption and customer satisfaction.

Source: Procedia Computer Science

DOI: 10.1016/j.procs.2022.01.025

Authors: Héctor Cuevas-Vargas, Neftalí Parga-Montoya, Rudy Fernández-Escobedo

Institutions: Universidad Tecnológica del Suroeste de Guanajuato, Autonomous University of Aguascalientes, University of the Basque Country

Language: English

Topic: Innovation and Socioeconomic Development

Subfield: Business and International Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDGs: Industry, innovation and infrastructure, Decent work and economic growth

Open Access status: diamond

OpenAlex ID: W4210329653

FWCI: 19.33

Cites: 43

Cited by: 29

Related to: 10