The adoption of ICT as an enabler of frugal innovation to achieve customer satisfaction. The mediating effect of frugal innovation

Abstract

The purpose of this research empirically examines the influence of information and communication technologies (ICTs) adoption and frugal innovation on customer satisfaction among small and medium-sized (SMEs) Colombian firms and determine whether the frugal innovation has a mediating role on the relationship between ICT adoption and customer satisfaction. A quantitative approach and cross-sectional design was applied through the Structural Equation Modeling. A simple random sampling technique and a self-administered questionnaire were used to gather data from a sample of 145 business owners in the Department of Bogota, Colombia. The outcomes indicate that ICT adoption has a significant influence on both frugal innovation and customer satisfaction. Furthermore, greater levels of frugal innovation increase customer satisfaction. Moreover, the frugal innovation demonstrated to play a significant partial mediating effect on the relationship between ICT adoption and customer satisfaction.