Technological Advancements and Business Growth: The Mediating Role of Business Process Efficiency and Customer Satisfaction

Abstract

This study investigates the influence of technological advancements on business growth by examining the mediating roles of business process efficiency and customer satisfaction. Rapid digitalization has transformed organizational operations and competitive dynamics, prompting increased scholarly interest in understanding how technology contributes to firm performance. The study aims to provide empirical clarity on the internal and external mechanisms through which technology fosters growth. A quantitative, cross-sectional design was employed, drawing data from employees in medium and large manufacturing firms. The findings reveal that technological advancements significantly enhance business growth both directly and indirectly. Business process efficiency and customer satisfaction each mediated the relationship, demonstrating the dual importance of internal operational improvements and enhanced customer experiences. The results emphasize the strategic value of technology as a critical driver of organizational development, offering theoretical and practical insights for firms seeking digital transformation–led performance gains.

Keywords: Technological Advancements, Business Growth, Business Process Efficiency and Customer Satisfaction