SERVICE INNOVATION AND ORGANISATIONAL PERFORMANCE: MEDIATING ROLE OF CUSTOMER SATISFACTION
DOI:
https://doi.org/10.51594/ijmer.v2i3.142Keywords:
Service innovation, customer satisfaction, organisational performanceAbstract
Innovation plays a key role in the success of businesses the world over. The purpose for this study is to explore the mediating role of job customer satisfaction in the relationship between service innovation and organisational performance. Data for the study was obtained from 450 commercial bank customers in Ghana using structured questionnaire. The PLS-SEM was the main analytical tool used to analyse the research findings via AMOS 22. Findings from this study revealed a positive and significant relationship between service innovation and organizational performance. Additionally, the study revealed that customer satisfaction was found to have positive and significant effect on organisational performance. However, there was no significant relationship between service innovation and customer satisfaction in this study. The study contributes to existing literature on service innovation from a developing country context. The implications for the study are also discussed.
Published
Issue
Section
Copyright (c) 2020 Masud Ibrahim
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Fair East Publishing has chosen to apply for the Creative Common Attribution Noncommercial 4.0 Licence (CC BY) license on our published work. Authors who wish to publish their manuscript in our journal agree on the following terms:1. Authors retain the copyright and grant us (Fair East Publishing and its subsidiary journals) the right for first publication with the work licensed under a Creative Commons Attribution (CC BY) License which permits others to share the work with an acknowledgment of the work’s authorship and initial publication in this journal. Under this license, author retains the ownership of the copyright of their content, but anyone is allowed to download, reuse, reprint, modify, distribute, and/or copy the contents as long as the original authors and source are cited. No permission is required from the publishers or authors.
2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (for example, publishing it as a book or submitting it to an institutional repository), with an acknowledgment of its initial publication in Fair East Publishing owned journals.
3. We encourage our authors/contributors to post their work online (such as posting it on their website or some institutional repositories) prior to and during the submission process since it produces scholarly exchange and greater and earlier citation of published work.
