The effect of value innovation in the superior performance and sustainable growth of telecommunications sector : Mediation effect of customer satisfaction and loyalty
The telecommunications industry has recognized innovation as the key to growth and survival. Globalization, liberalization, and privatization, the terms most commonly associated with this sector, have resulted in fierce competition, making it more difficult for telecommunications firms to increase t...
| Main Authors: | , , , , , , , |
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| Format: | Article |
| Language: | English |
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MDPI
2022
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| Online Access: | http://umpir.ump.edu.my/id/eprint/34901/ http://umpir.ump.edu.my/id/eprint/34901/1/The%20effect%20of%20value%20innovation%20in%20the%20superior%20performance%20and%20sustainable%20growth%20of%20telecommunications%20sector_Mediation%20effect%20of%20customer.pdf |
| _version_ | 1848824632890621952 |
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| author | Hajar, Mohammed A. Alkahtani, Ammar Ahmed Daing Nasir, Ibrahim Al-Sharafi, Mohammed A. Alkawsi, Gamal Noorminshah, A. Iahad Mohd Ridzuan, Darun Tiong, Sieh Kiong |
| author_facet | Hajar, Mohammed A. Alkahtani, Ammar Ahmed Daing Nasir, Ibrahim Al-Sharafi, Mohammed A. Alkawsi, Gamal Noorminshah, A. Iahad Mohd Ridzuan, Darun Tiong, Sieh Kiong |
| author_sort | Hajar, Mohammed A. |
| building | UMP Institutional Repository |
| collection | Online Access |
| description | The telecommunications industry has recognized innovation as the key to growth and survival. Globalization, liberalization, and privatization, the terms most commonly associated with this sector, have resulted in fierce competition, making it more difficult for telecommunications firms to increase their market share and, as a result, their customer base, sales volume, and, ultimately, profits. The new success strategy is differentiation through innovation, with the aim of breaking out of the competition and creating an uncontested market. This can be accomplished by providing high-value, innovative services that result in customer satisfaction and promote customer loyalty. The primary goal of this study was to create and validate a conceptual model of value innovation and its impact on firm performance and long-term growth by examining the mediation effect of customer satisfaction and loyalty. The empirical analysis results were based on 304 respondents who completed a paper-based survey provided to employees of Yemeni mobile service providers using a convenience non-probability sampling technique. SmartPLS 3 was used to test the hypothesized relationships using partial least squares structural equation modeling (PLS-PM). As a result, the findings empirically validated the theoretical research model, confirming the importance of the value innovation approach to achieving company performance and long-term growth by promoting customer satisfaction and loyalty. Finally, we have provided a discussion of the study’s theoretical contributions, managerial implications, and future research directions. |
| first_indexed | 2025-11-15T03:16:07Z |
| format | Article |
| id | ump-34901 |
| institution | Universiti Malaysia Pahang |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T03:16:07Z |
| publishDate | 2022 |
| publisher | MDPI |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | ump-349012022-11-03T02:30:18Z http://umpir.ump.edu.my/id/eprint/34901/ The effect of value innovation in the superior performance and sustainable growth of telecommunications sector : Mediation effect of customer satisfaction and loyalty Hajar, Mohammed A. Alkahtani, Ammar Ahmed Daing Nasir, Ibrahim Al-Sharafi, Mohammed A. Alkawsi, Gamal Noorminshah, A. Iahad Mohd Ridzuan, Darun Tiong, Sieh Kiong HD28 Management. Industrial Management T Technology (General) The telecommunications industry has recognized innovation as the key to growth and survival. Globalization, liberalization, and privatization, the terms most commonly associated with this sector, have resulted in fierce competition, making it more difficult for telecommunications firms to increase their market share and, as a result, their customer base, sales volume, and, ultimately, profits. The new success strategy is differentiation through innovation, with the aim of breaking out of the competition and creating an uncontested market. This can be accomplished by providing high-value, innovative services that result in customer satisfaction and promote customer loyalty. The primary goal of this study was to create and validate a conceptual model of value innovation and its impact on firm performance and long-term growth by examining the mediation effect of customer satisfaction and loyalty. The empirical analysis results were based on 304 respondents who completed a paper-based survey provided to employees of Yemeni mobile service providers using a convenience non-probability sampling technique. SmartPLS 3 was used to test the hypothesized relationships using partial least squares structural equation modeling (PLS-PM). As a result, the findings empirically validated the theoretical research model, confirming the importance of the value innovation approach to achieving company performance and long-term growth by promoting customer satisfaction and loyalty. Finally, we have provided a discussion of the study’s theoretical contributions, managerial implications, and future research directions. MDPI 2022-05-02 Article PeerReviewed pdf en cc_by_4 http://umpir.ump.edu.my/id/eprint/34901/1/The%20effect%20of%20value%20innovation%20in%20the%20superior%20performance%20and%20sustainable%20growth%20of%20telecommunications%20sector_Mediation%20effect%20of%20customer.pdf Hajar, Mohammed A. and Alkahtani, Ammar Ahmed and Daing Nasir, Ibrahim and Al-Sharafi, Mohammed A. and Alkawsi, Gamal and Noorminshah, A. Iahad and Mohd Ridzuan, Darun and Tiong, Sieh Kiong (2022) The effect of value innovation in the superior performance and sustainable growth of telecommunications sector : Mediation effect of customer satisfaction and loyalty. Sustainability (Switzerland), 14 (10). pp. 1-20. ISSN 2071-1050. (Published) https://doi.org/10.3390/su14106342 https://doi.org/10.3390/su14106342 |
| spellingShingle | HD28 Management. Industrial Management T Technology (General) Hajar, Mohammed A. Alkahtani, Ammar Ahmed Daing Nasir, Ibrahim Al-Sharafi, Mohammed A. Alkawsi, Gamal Noorminshah, A. Iahad Mohd Ridzuan, Darun Tiong, Sieh Kiong The effect of value innovation in the superior performance and sustainable growth of telecommunications sector : Mediation effect of customer satisfaction and loyalty |
| title | The effect of value innovation in the superior performance and sustainable growth of telecommunications sector : Mediation effect of customer satisfaction and loyalty |
| title_full | The effect of value innovation in the superior performance and sustainable growth of telecommunications sector : Mediation effect of customer satisfaction and loyalty |
| title_fullStr | The effect of value innovation in the superior performance and sustainable growth of telecommunications sector : Mediation effect of customer satisfaction and loyalty |
| title_full_unstemmed | The effect of value innovation in the superior performance and sustainable growth of telecommunications sector : Mediation effect of customer satisfaction and loyalty |
| title_short | The effect of value innovation in the superior performance and sustainable growth of telecommunications sector : Mediation effect of customer satisfaction and loyalty |
| title_sort | effect of value innovation in the superior performance and sustainable growth of telecommunications sector : mediation effect of customer satisfaction and loyalty |
| topic | HD28 Management. Industrial Management T Technology (General) |
| url | http://umpir.ump.edu.my/id/eprint/34901/ http://umpir.ump.edu.my/id/eprint/34901/ http://umpir.ump.edu.my/id/eprint/34901/ http://umpir.ump.edu.my/id/eprint/34901/1/The%20effect%20of%20value%20innovation%20in%20the%20superior%20performance%20and%20sustainable%20growth%20of%20telecommunications%20sector_Mediation%20effect%20of%20customer.pdf |