| dc.description.abstract | The purpose of the study was to show the main innovations, the main drivers and
the relationship between innovation and service quality in telecommunication
industry. Telecommunication industry in Kenya is a very competitive industry.
Many firms in this sector have to come up with new and improved ideas to better
services and products. They employ innovations to help improve service quality as
well as improve the overall organization performance. We will look at key
innovations in the telecommunications industry. This will show the most adopted
innovations by the different telecommunication companies.
The study shows that there is no relationship between innovations and service
quality in telecommunication. This was unexpected, we thought that innovations
had significant contribution to service quality. The finding of the study revealed that
financial service innovations are the main innovations adopted by the
telecommunication industry. The financial services have revolutionized the
financial sector, a model which was very successful in Kenya and currently being
rolled out worldwide by other telecommunication service providers.
The main drivers of innovations were Research & development and increased
competition among others. Due to the competitive landscape the telecommunication
companies opted to have innovative products to meet customers need and retain
their customers. | en_US |
