Effects of Innovation Strategies and Service Delivery Among Telecommunication Firms in Kenya

Abstract

Strong innovation strategies must be in place for businesses that are entering foreign markets to thrive. These techniques enable organizations to foster a tendency of ongoing innovation and fresh product development, giving them a competitive cutting edge in the market. Examining how innovation strategy affects service delivery across Kenya's telecom carriers was the study's main goal. The innovation theory of Schumpeter and the service quality theory served as the foundation for this investigation. The study employed a descriptive design. The 38 Tier 1 and Tier 2 telecommunications businesses were the subject of this current study. Senior management at the companies made up the target respondents. Descriptive analytical approach, correlation analyses and multiple linear regression were used in the study. It was shown that administrative innovation and process innovation have a significant impact on innovation initiatives. Several communications network providers also somewhat embraced product and market innovation at the same time. Researchers discovered an association between organization service delivery and innovation strategy in the study. Service delivery and administrative, market, and product innovation have all been proven to be correlated. According to the report, telecom firms invest in R&D with the goal of raising the caliber and variety of their services.