Customers' Perspectives on the Nepalese Cellular Telecommunications Services' Technological and Innovation Capabilities

Abstract

The extent of technological capabilities (TCs) and innovative capabilities (ICs) to which service organizations like cellular telecommunications assist to enhance organizational effectiveness (OE) in the Nepalese context needs to be explored. The study's objective was to assess the Nepalese cellular telecommunication (NCT) industry's technological and innovation capabilities from customers' perspectives. The study's outcomes were based on survey data gathered from 385 cell phone users of the Nepalese cellular telecommunication industry (NCTI). The survey had 18 inquiries, and its reliability, validity, and common method bias were tested accordingly. The NCTI's technological and innovative capabilities were analyzed through the lens of four observed TCs' variables and five observed ICs' variables. The latent measures – TCs and ICs were found to positively and significantly affect the OE. The study's outcomes would provide a meaningful understanding and offer valuable information regarding the OE measurement system.

JEL Classification:
L25 Firm Performance: Size, Diversification, and Scope
L84 Personal, Professional, and Business Services
M41 Accounting

Int. J. Soc. Sc. Manage. Vol. 9, Issue-1: 41-47.