Innovative Capabilities and Customer Satisfaction in Nigerian Mobile Money Operation

The capabilities of business determine the level at which they bring development to their product, service, processes and innovative culture. Limited resources, regulatory challenges, competition, data management, cybersecurity threat, and diverse customers’ needs hinder the effectiveness of innovation provided by the mobile money operators. This study examines the impact of innovative capabilities on customer satisfaction of mobile money operations. The study objectives include; to determine the improvement product innovation has on product quality of mobile money operators; to examine the impact of service innovation on service quality of mobile money operators; to evaluate the influence of process innovation on purchase experience of mobile money operators; and to examine the effect of technological innovation on value for money of mobile money operators. The study made use of survey research; questionnaire was the research instrument used. Regression and correlation were used as statistical tools of analysis. The data gathered was presented in tables and the hypotheses were tested using correlation and multiple regression analysis by the use of SmartPLS SEM. The study found that innovative capabilities components have positive significance on customer satisfaction metrics. The study concluded that product, services, process and technological innovation, significantly influence product quality, service quality, process quality and value for money. The study recommended that the components should be tracked and innovate by mobile money operators to appeal to customer and provide quality operations.