Interplay of Customer Satisfaction, Innovation, and Product Quality: Key Determinants of Company Performance

• Restrepo-Morales, Jorge Aníbal ^[1] ; Valencia-Cárdenas, Marisol ^[1] ; López Cadavid, Diego Alejandro ^[1]
  1. [1] Administrative and Economic Sciences Faculty, Tecnológico de Antioquia Institución Universitaria, Medellín, Colombia
• Localización: Journal of Technology Management & Innovation, ISSN-e 0718-2724, Vol. 19, Nº. 2, 2024, págs. 28-42
• Idioma: inglés
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• Resumen

  • Customer Satisfaction, Innovation, and Product Quality stands as a cornerstone for micro, small, and medium-sized enterprises (MSMEs) seeking growth, competitiveness, and long-term sustainability. This study delves into the intricacies of Customer Satisfaction, Innovation, and Product Quality's influence on MSME performance within the dynamic Iberoamerican business landscape. Adopting a quantitative research approach, we investigate the relationship between Customer Satisfaction, Innovation, and Product Quality and MSME performance across Iberoamerican. A composite index derived from self-reported data was employed to gauge MSME performance, drawing upon a comprehensive survey of 9,300 Iberoamerican MSMEs. Our findings reveal that factors such as company origin, size, and age significantly impact the level of innovation achievable by MSMEs. Notably, younger, medium-sized companies exhibit a proclivity for higher innovation compared to older firms and micro-enterprises. The study's implications for theory and practice extend to policymakers, business owners, and stakeholders invested in fostering MSME growth and development.