Entrepreneurial Leadership, Business Innovation, And Service Quality of Retail Enterprises in Muntinlupa: Basis for a Business Sustainability Framework

Abstract

This study examined entrepreneurial leadership, business innovation, and service quality among selected retail enterprises in Muntinlupa City as a basis for developing a Business Sustainability Framework. Anchored in Entrepreneurial Leadership Theory, Schumpeter’s Innovation Theory of Entrepreneurship, and the SERVQUAL Model, the study assessed entrepreneurial leadership across vision and strategic direction; decision-making and initiative; motivation and team empowerment; an innovation-driven mindset; ethical and value-based leadership; and adaptability to market challenges. Business innovation was assessed through product and service diversification, technology adoption and automation, process improvement and efficiency, marketing and branding innovation, human resource development, and customer experience enhancement. Service quality was evaluated through tangibles, reliability, responsiveness, assurance, empathy, customer satisfaction, and loyalty. Using a descriptive-correlational research design, data were gathered from 424 respondents consisting of entrepreneurs, employees, and clients from selected retail enterprises in Muntinlupa City. Findings revealed that entrepreneurial leadership and business innovation were generally rated as Evident, while service quality was rated Very Satisfactory. Significant differences were found among respondent groups regarding entrepreneurial leadership and business innovation. Moreover, entrepreneurial leadership and business innovation demonstrated very strong correlations with service quality. Challenges encountered were rated as Least Encountered. Based on the findings, a Business Sustainability Framework was developed and found to be highly suitable, acceptable, and feasible for implementation