Dublin Core
Title
THE EFFECT OF SERVICE INNOVATION ON
CUSTOMER SATISFACTION”
CUSTOMER SATISFACTION”
Creator
Robert Ebo Hinson
Description
Service Innovation is a topic that has become relatively popular in recent years
because of its importance and the effects it has on the businesses. The purpose of
this study is to identify and understand the effect Service Innovation has on the
Customer satisfaction through constructs like service quality and perceived brand
value. The study used quantitative research method in order to collect data from the
convenience sample. The data was collected from two different countries, thus
cultural values and differences have been compared. The results from the study
suggest that service innovation has a positive and direct effect on the Service
Quality and Perceived Brand Value as well as its direct relationship with Customer
Satisfaction. Another factor revealed is the culture and the study emphasizes its
importance and effect on the final results of the research.
The research aims to recognize the importance of service innovation and its relation
to customer satisfaction, and finally to contribute to the marketing literature.
because of its importance and the effects it has on the businesses. The purpose of
this study is to identify and understand the effect Service Innovation has on the
Customer satisfaction through constructs like service quality and perceived brand
value. The study used quantitative research method in order to collect data from the
convenience sample. The data was collected from two different countries, thus
cultural values and differences have been compared. The results from the study
suggest that service innovation has a positive and direct effect on the Service
Quality and Perceived Brand Value as well as its direct relationship with Customer
Satisfaction. Another factor revealed is the culture and the study emphasizes its
importance and effect on the final results of the research.
The research aims to recognize the importance of service innovation and its relation
to customer satisfaction, and finally to contribute to the marketing literature.
Source
https://openaccess.bilgi.edu.tr/server/api/core/bitstreams/a39ff785-9716-49bb-aedc-0e3cd0fc486d/content
Language
English