The Process of Technological Innovation and Its Impact on Customers' Satisfaction - A Case of British Mobile Phone and Telecommunication Service

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ACKNOWLEDGEMENTS

This dissertation is an opportunity for me to extend my regards to my research supervisor, my beloved friends, and my family for their untiring support that they furnished throughout my research. I am grateful to them for their belief in me and the guidance that they provided me without which I would have never been able to work on and complete this research. It also signifies my own views and does not closely relate to the university.

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DECLARATION

I, (), would like to affirm that all information and facts entailed in this research account for my own efforts and work devoid of any assistance, and this dissertation has not been succumbed previously for any assessment at academic and professional level, as well. It also symbolises my very own viewpoints and not necessarily those that are related with other university.

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ABSTRACT

This dissertation critically discovers the stages and models involved in the process of technological innovation. All the segments of this research address three major subjects. The process of technological innovation, its impact on customer's satisfaction and its association with a case of British mobile phone and telecommunication services in the UK combines to form different parts of this dissertation. This study also aims to find out the customer's satisfaction with mobile and telecommunication service providers in the UK. Ultimately, it examined the relationship between perceived quality, perceived value, customer expectation, and corporate image with customer satisfaction. The results and findings of this study are based on the data collected online from 125 professional staff working in four mobile companies providing telecommunication service to the customers based in the UK. The research revealed that the relationship between perceived value, perceived quality and corporate image have a considerable positive influence on customer satisfaction. This positive influence was also generated through the major contribution of technological innovation process. This dissertation provides a wide range of information about the importance of technology for satisfying customers' needs and demands in the telecommunication industry. It also provides theoretical concepts, former and current literature, and practical interpretations and lastly concludes the research by highlighting some important points discussed and analysed in the overall research.

Keywords: Technology, technological innovation, customer satisfaction, customer expectation, telecommunication services, customer perceived value, technological evolution.

ACKNOWLEDGEMENTSII

DECLARATIONIII

ABSTRACTIV

CHAPTER 1: INTRODUCTION1

1.1 Background of the Study1

1.2 Statement of the Purpose2

1.3 Statement of the Problem2

1.4 Significance of the Study3

1.5 Aim of the Study5

1.6 Research Objectives5

1.7 Research Questions5

1.8 Outline of the Research5

CHAPTER 2: LITERATURE REVIEW8

2.1 Aspects of Technological Innovation8

2.1.1 Concept of Technological Innovation9

2.2 Technological Innovation10

2.2.1 The Process12

2.2.2 The Challenges13

2.2.3 How Technological Innovation can be managed?13

2.3 Customer Satisfaction14

2.3.1 Theory of Customer Satisfaction15

2.3.1 The Process15

2.3.2 The Challenges17

2.3.3 How Customer Satisfaction can be sustained?18

2.4 Relationship between Technological Innovation and Customer Satisfaction19

2.4.1 Impact of Technological Innovation on Customer Satisfaction21

2.5 Application of Technological Innovation to Achieve Customer Satisfaction21

2.5.1 Innovator24

2.5.2 Early Adopters and Early-Majority and Late-Majority ...