The impact of open service innovation on perceived service quality of customer in Sari Municipality

Abstract

The purpose of the present study was to evaluate the impact of open service innovation on perceived service quality from the viewpoint of clients in Sari Municipality. The present study is applied in terms of purpose, and in terms of research methodology, it is descriptive-survey and cross-sectional. The statistical population includes employees (570 people) and clients of Sari Municipality. In addition, there were an unlimited number of clients. The number of samples in both groups was 384 by relative class sampling method. The data was collected by using a questionnaire and was analysed by using SPSS and AMOS software and confirmatory factor analysis. The results showed that open service innovation, employee components, organisational culture, recruitment and investment capacity in R$D, have significant and positive effect on quality of perception services. However, intellectual property, technology infrastructure and communication and participation capabilities have no significant effect on the quality of perceived services.