Interplay of Customer Satisfaction, Innovation, and Product Quality: Key Determinants of Company Performance

Customer Satisfaction, Innovation, and Product Quality stands as a cornerstone for micro, small, and medium-sized enterprises (MSMEs) seeking growth, competitiveness, and long-term sustainability. This study delves into the intricacies of Customer Satisfaction, Innovation, and Product Quality's...

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Bibliographic Details
Published in:Journal of technology management & innovation Vol. 19; no. 2; pp. 28 - 42
Main Authors: Restrepo-Morales, Jorge Aníbal, Valencia-Cárdenas, Marisol, López-Cadavid, Diego Alejandro
Format: Journal Article
Language:English
Portuguese
Published: Santiago Universidad Alberto Hurtado; JOTMI 2024
Universidad Alberto Hurtado. Facultad de Economía y Negocios
Universidad Alberto Hurtado
Subjects:
Adaptability
Collaboration
Corporate culture
Customer satisfaction
Decision making
Economic growth
Employees
ENGINEERING, MULTIDISCIPLINARY
innovation
innovation strategies
Innovations
Knowledge management
Literature reviews
Pandemics
product innovation
Product quality
R&D
Research & development
research and development
Small business
SME performance
Success
Technological change
innovation
research and development
product innovation
SME performance
innovation strategies
ISSN:0718-2724, 0718-2724
Online Access:Get full text
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Summary:Customer Satisfaction, Innovation, and Product Quality stands as a cornerstone for micro, small, and medium-sized enterprises (MSMEs) seeking growth, competitiveness, and long-term sustainability. This study delves into the intricacies of Customer Satisfaction, Innovation, and Product Quality's influence on MSME performance within the dynamic Iberoamerican business landscape. Adopting a quantitative research approach, we investigate the relationship between Customer Satisfaction, Innovation, and Product Quality and MSME performance across Iberoamerican. A composite index derived from self-reported data was employed to gauge MSME performance, drawing upon a comprehensive survey of 9,300 Iberoamerican MSMEs. Our findings reveal that factors such as company origin, size, and age significantly impact the level of innovation achievable by MSMEs. Notably, younger, medium-sized companies exhibit a proclivity for higher innovation compared to older firms and micro-enterprises. The study's implications for theory and practice extend to policymakers, business owners, and stakeholders invested in fostering MSME growth and development.
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ISSN:0718-2724
0718-2724
DOI:10.4067/S0718-27242024000200028