Enhancing Telecommunications: The Role of New Product Development in Service Quality and Customer Satisfaction

Abstract

In comparison to other sectors, it is observed that while services, particularly telecommunications, have experienced rapid growth, contributing significantly to the Gross Domestic Product (GDP) and employment globally, their productivity and quality seem to have not advanced correspondingly. This paper underscores the importance of service quality and customer satisfaction in the telecommunications sector. It highlights how New Product Development (NPD) and its components are crucial and beneficial tools for telecommunication companies in a highly competitive market. The paper stresses that marketing research not only aligns with NPD goals but also enhances it by providing concept definition, testing, and customer prototype testing. These activities can be effectively conducted by project teams and Research and Development (R&D) groups. The aim of this paper is to expand understanding of service improvement strategies in high-performing telecommunications firms and explore ways to further enhance these activities. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.