Technology Innovation Management and Competitive Advantage of Telecommunication Firms in Enugu State

Abstract

The study evaluated the Technology Innovation Management and Competitive Advantage of Telecommunication Firms in Enugu State. The specific objectives are to: Examine the relationship between innovation adoption and service differentiation; and evaluate the relationship between technology upgrading and customer retention of Telecommunication Firms in Enugu State. The study used the descriptive survey design approach. The primary source of data was the administration of questionnaire. A total population of 1103 staff was used. The adequate sample size of 285, using Freund and William's statistic formula at 5 percent margin of error was used. 247 respondents returned the questionnaire and accurately filled. Data was presented and analyzed using Likert Scale and the hypotheses using Z - test. Innovation adoption had significant positive relationship with service differentiation of Telecommunication Firms in Enugu State, Z (9.731, P <. 05) and Technology upgrading had significant positive relationship with customer retention of Telecommunication Firms in Enugu State Z (10. 069, P <. 05). The study concluded that Innovation adoption and Technology upgrading had significant positive relationship with service differentiation and customer retention of Telecommunication Firms in Enugu State. The study recommended among others that: Telecommunication firms in Enugu State should continuously adopt innovative technologies to enhance service uniqueness and strengthen competitive differentiation.