Effect Of Service Innovation Research Articles

Achieving Sustainable Customer Loyalty in the Petrochemical Industry: The Effect of Service Innovation, Product Quality, and Corporate Image with Customer Satisfaction as a Mediator

Amidst the intense competition in the petrochemical industry, the determinants of sustainable customer loyalty remain underexplored. This study investigates the factors influencing corporate sustainable customer loyalty, focusing on service innovation, product quality, and corporate image, with customer satisfaction as a mediating variable. In the context of intense competition, understanding these factors is crucial for sustaining customer relationships and ensuring long-term success. The primary aim is to explore how these elements interact to shape sustainable customer loyalty. Using a cross-sectional survey method, data were collected from 120 corporate clients through structured questionnaires. The study employed Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze the relationships between the variables. The findings reveal that product quality significantly impacts both customer satisfaction and loyalty, highlighting its pivotal role in meeting customer expectations and fostering long-term relationships. While service innovation does not directly affect immediate satisfaction, it significantly enhances sustainable customer loyalty, indicating its importance for long-term engagement. Corporate image also plays a crucial role in strengthening sustainable customer loyalty, underscoring the value of maintaining a positive reputation. The study concludes that customer satisfaction mediates the relationship between product quality and loyalty, emphasizing the cyclical nature of these constructs. This research fills a notable gap in the literature by providing a comprehensive model that integrates these variables within the petrochemical industry context, offering new insights into effective sustainable customer loyalty strategies.

Kualitas Layanan Sebagai Strategi Peningkatan Kepuasan Penumpang Melalui Inovasi Layanan di Bandara Tjilik Riwut

The COVID-19 pandemic has affected many sectors around the world, one of which is the air transportation sector. Based on this it becomes very important for airports to quickly adapt to adjust their services according to changing conditions. This study aims to measure and analyze the effect of service quality and service innovation on passenger satisfaction during the COVID-19 pandemic at Tjilik Riwut Airport, Palangka Raya.This study uses quantitative research methods and to obtain data using questionnaires to respondents. The sample of this study consisted of 170 respondents, namely passengers and the public who had used the services as passengers at Tjilik Riwut Airport, Palangka Raya. The sampling technique in this research is using non-probability sampling through purposive sampling method. Data analysis in this study used the Structural Equation Modeling (SEM) method with the Partial Least Square (PLS) approach.The results showed that (1) the effect of service quality on passenger satisfaction with a value of 0.601 and a P-value of 0.000 was significantly positive. (2) The effect of service quality on service innovation with a value of 0.665 and a P-value of 0.000 is positive and significant. (3) The effect of service innovation on passenger satisfaction with a value of 0.361 and a P-value of 0.000 is positive and significant. (4) The role of service innovation in mediating the effect of service quality on passenger satisfaction with a path coefficient value of 0.240 and a P-value of 0.000 is significantly positive.

The effect of service innovation and e-service quality toward customer satisfaction the my-xl application in bandung city

This research aims to analize however the outline of Service Innovation, E-Service Quality and Customer Satisfaction, furthermore as determine how the influence of service innovation and E-Service Quality on Customer Satisfaction. The fact that businesses are required to maintain customer satisfaction serves as the background for this research, which is informed by the ever-increasingly high expectations that consumers have of a brand or product. As one of the providers, XL must also ensure customer satisfaction by enhancing or maintaining service quality.100 people who purchased active data packages and used XL cards were included in the sample. The SPSS Ver.25 data processing system is used to perform Multiple Regression Analysis as a method of data analysis. Service Innovation and E-service Quality had a significant impact on Customer Satisfaction by 42.3%, according to the analysis's estimation. The fact that the variable E-service quality is partially demonstrated to have a greater constant than the variable Service innovation must be prioritized to obtain a more significant influence.

The Effects of Service Innovation and Service Quality on Customer Satisfaction: A Case of Residential Security Service

Technological innovation services have been imported into the service quality of residential security, showing the improvement of customer satisfaction with the intelligent system. The study hence aims at how service innovation and service quality affect customer satisfaction in residential security services by questionnaire survey. By using random sampling, 316 shares of effective questionnaires were analyzed by SPSS through correlation analysis, regression analysis, and IPA. The results show: 1) Customer satisfaction was significantly positively affected by service quality. 2) Service innovations were significantly positively affected by service quality. 3) Customer satisfaction was significantly positively affected by service innovation. 4) The effect of service quality on customer satisfaction was mediated by service innovation. IPA reveals the minor gaps between expected and actual service satisfaction, and it demonstrates that the service quality of residential security is close to customer satisfaction.

What can satisfy customers in servitization? Service or goods innovation

Purpose This study aims to investigate the impact of the two essential subjects of servitization (service and goods innovation) on customer satisfaction. The authors explained the paradox of servitization by determining how service innovation and goods innovation affect customer satisfaction interacting with environmental turbulence and marketing intensity. Design/methodology/approach The authors obtained 376 observations of 84 listed Chinese companies. On the basis of content analysis and measurement from secondhand data, the authors first tested the hypotheses in the fixed-effects model. The authors conducted a split-sample analysis by dividing environmental turbulence into two samples to explain the results effectively and better interpret the relationship between two innovations to customer satisfaction. Findings The results show that goods and service innovations positively affect customer satisfaction, but the effect of service innovation is more substantial. Furthermore, environmental turbulence negatively moderates the relationship between service innovation and customer satisfaction. The empirical results indicated that, if enterprises enhance marketing intensity, then the growth of environmental turbulence weakens the positive impact of goods and services innovation on customer satisfaction. Originality/value This study provided an understanding of the impact of servitization on intangible assets. This study also responded to previous literature’s call for research on the impact of external environmental factors on servitization.

Analisis Pengaruh Servicescape Dan Inovasi Layanan Terhadap Kepuasan Masyarakat Dengan Kepercayaan Sebagai Variabel Mediasi (Studi Tentang Pelayanan Pendaftaran Haji di Kota Semarang)

The benefits of this research are to determine the effect of servicescape and service innovation on community satisfaction and the role of trust in mediating the effect of servicescape and service innovation on community satisfaction. This research was conducted at the Office of the Ministry of Religion in Semarang City. The questionnaire that has been tested for validity and reliability is addressed to 98 respondents. The data collection method uses questionnaires, literature, observation, documentation and interviews. Meanwhile, the measurement of data analysis uses smartpls and determination tests. The measurement results between t-statistical variables show (1) Servicescape has no positive and significant effect on satisfaction (1.95), (2) Servicescape has a positive and significant effect on trust (2.82), (3) Trust has a positive and significant effect on satisfaction (3.53), (4) Trust is able to mediate the effect of servicescape on community satisfaction (2.10), (5) Service innovation has a positive and significant effect on community satisfaction as seen from the t-count value of (3.11), (6 ) Service innovation has a positive and significant effect on trust seen from the t value of (5.03), (7) Trust is able to mediate the effect of service innovation on community satisfaction (2.58).

Pengaruh Inovasi Layanan terhadap Kepuasan Pelanggan Garuda Indonesia di Bandar Udara International Yogyakarta

The development of air transportation is growing rapidly in Indonesia, this makes the airport there are almost every city in Indonesia. In order to compete internationally, the company must always create new innovations to attract customers. One example is Garuda Indonesia. In addition to the top brand the airline has also received Operational Safety Audit (IOSA) certification, which means that Garuda has fully met international aviation safety standards. In this study, the authors used a quantitative approach. To borrow the term Cresweel (2010), which states quantitative approaches are measurements of quantitative data and objective statistics through scientific calculations derived from a sample of people or residents who were asked to answer a number of questions about the survey to determine the frequency and percentage of their responses. The results obtained by researchers in this study are, service innovation has a positive and significant effect on customer satisfaction it is evidenced by a significant value of 0.000 which is smaller than 0.05. While the effect of service innovation was 0.476 or 47.6% while the rest was influenced by other variables not studied in the study.
 Keywords: Service Innovation, Customer Satisfaction, Garuda Indonesia

THE EFFECT OF MARKET ORIENTATION AND SERVICE INNOVATION ON MARKETING PERFORMANCE MEDIATED BY COMPETITIVE ADVANTAGE

This study discusses market orientation and service innovation on marketing performance mediated by competitive advantage variables. The results of the research on the first hypothesis are an effect of market orientation on competitive advantage variables with a t-statistic of 6.767> 1.99 and a significance value of 0.000 <0.05. The second hypothesis in this study is that there is an effect of service innovation on the competitive advantage variable with t-statistic 2,227 > t-table 1.99 and a significance value of 0.026 <0.05. The third hypothesis in this study is that there is an effect of competitive advantage on the marketing performance variable with a t-statistic of 2.357 > 1.96 and a significance value of 0.010 < 0.05. The fourth hypothesis in this study is that there is an effect of market orientation on the marketing performance variable with t-statistic 3.126 > t-table 1.99 and a significance value of 0.002 <0.05. The fifth hypothesis in this study is that there is an effect of service innovation on the marketing performance variable with t-statistic 2,470 > t-table 1.99 and a significance value of 0.014 <0.05. The sixth hypothesis is that the competitive advantage variable can mediate the relationship between market orientation and marketing performance with t-statistic 2,209 > t-table 1.99 or p 0.028 <0.05. The seventh hypothesis is that the service innovation variable cannot mediate the relationship between market orientation and marketing performance with t-statistic 1.504 < t-table 1.99 or p 0.133>0.05.

Effect of Service Innovation on Consumer Satisfaction with Quality of Service and Perceived Value as Intervening Variables

The purpose of this research is to find out the effect of service innovation on consumer satisfaction with service quality and perceived value as intervening variables. This research is quantitative. The study was conducted in the inpatient room of Regional General Hospital dr. R.Soedjono Selong. The population is all service users in the Emergency Department of Regional General Hospital dr. R.Soedjono Selong. A sample of 100 people was taken with the Non-Probability Sampling technique, with partial least square (PLS). The results showed that: (1) Service innovation has a significant effect on consumer satisfaction; (2) Service innovation has a significant effect on perceived value; (3) Service innovation has a significant effect on the quality of service; (4) Quality of service has a significant effect on perceived value; (5) Perceived value has a significant effect on consumer satisfaction; (6) Quality of service has a significant effect on consumer satisfaction; (7) Quality of service mediates the influence between service innovation and consumer satisfaction; and (8) Perceived value mediates the influence between service innovation and consumer satisfaction. This study recommends hospitality in this hospital.

The Effect of Service Innovation and Service Quality on Customer Satisfaction during Covid 19 (Survey of Tokopedia App Users in Bandung 2021)

Abstract. This research was conducted to find how much influence service innovation (X1) and service quality (X2) on customer satisfaction (Y) on Tokopedia application customers in Bandung. The method used in this study is a quantitative method with 100 respondents tokopedia application users in Bandung with multiple regression analysis calculation process and processed in SPSS25 software. The main data from the study used questionnaire survey, and secondary data was obtained through journal publications, articles, and theory books. According to the results of this study shows that the variable service Innovation (X1) and service quality (X2) has a significant influence simultaneously on the variable customer satisfaction (Y) Tokopedia application in The City of Bandung by 37.7%. © 2021. RIGEO. All Rights Reserved.

Strategic Effects of Service Innovation on Financial and Market Performance

The reason for the emphasis on innovation and strategy was the need for organizations to be successful in performance criteria and growth aspirations against competitors. The fact that the competition continues to increase day by day and the entrance to the market is becoming more difficult in every sector shows the fact that companies need to improve their innovation skills in order to ensure sustainability in national or international activities. In the research, the effects of service innovation activities on financial and market performance, as well as strategic analysis and strategic orientation, are examined in banks which have a significant position in the service sector. The surveys were collected from 358 (white-collar) employees at the expert level, after the research model and the sector to be researched were determined. SPSS 25 and AMOS programs were used in the analysis, and the Sobel Test and Hayes process were used for mediation variable analysis. According to survey data, service innovation has a positive impact on both strategic orientation and strategic analysis, as well as financial and market performance. In addition, it is understood that strategic analysis and the mediation effect of strategic orientation variables exist.

The effect of service innovation on service loyalty in post offices

The effect of service innovation on service loyalty in post offices

Service innovation and firm performance: operational experiences in uncertain environments

Innovation is one of the main factors affecting the firms' performance; however, it is less investigated in service firms. This study aims to assess the effect of service innovation on firms' performance in uncertain environments when the market orientation capabilities can help firms to operate more efficiently. Data was collected from travel agency managers in Iran. The results revealed that in stable environments, service innovation affects firm performance indirectly via quality of service and customer satisfaction. But having considered environmental uncertainties, service innovation showed a direct effect on firm performance in addition to indirect effects. Moreover, market sensing and customer linking capabilities are moderating the relationship between service innovation and firm performance in uncertain environments.

Brand Equity and Service Innovation in Mexican Small Firms

Brand equity and service innovation are two marketing activities that have a vested interest for researchers, scholars and professionals not only because they should be part of the business strategies of any company but also because both constructs produce more and better competitive advantages especially in small service enterprises. Nonetheless, there are relatively few published investigations in the current marketing literature that have analyzed these constructs together. There are even fewer empirical papers focused on small service organizations even when this type of companies are the most common in developing countries as well as those with emerging economies, as it is the case of Mexico. Thus, the main objective of this empirical research is the analysis and discussion of the effects of service innovation in the brand equity of small firms by using a sample of 300 small enterprises and by implementing a model of structural equations that allows a deeper understanding of the current relation between service innovation and brand equity. The results obtained show that service innovation has a positive and significant effect in the level of brand equity of small firms.

Service Innovation in the Hospitality Industry

The notion of service innovation has gained significant source of competitive advantage to any organization, in general, and also to firms in the hospitality industry. Any organization desiring to succeed must continually seek to create innovative products or services to gain and sustain an edge in the increasingly competitive market environment. This paper reviews extant literature associated with service innovation from two perspectives. A general literature review of the concepts associated with service innovation is performed drawing attention to such items as, the concept of service innovation; the definitions of service innovation; the differences between product and service innovation; the dimensions of service innovation; the drivers of service innovation; patterns of service innovation; effects of service innovation; and service innovation success factors. Second, a literature review associated with service innovation in the hospitality industry is undertaken. This latter review draws attention to the benefits of service innovation in the hospitality industry; the types of innovations in hospitality firms; and summarizes the findings of recent studies on service innovation in hospitality firms. Overall, the study found evidence of significant research attention to service innovation in the context of services in the hospitality industry. Moreover, it was found that some regions or countries, such as Europe and the Far East (Taiwan, in particular) appeared to be the recipients of greater attention in service innovation literature associated with the hospitality industry

The effect of service innovation on service loyalty in post offices

Globally, post offices are service-oriented organisations which perform many social obligations towards public services. However, the empirical literature on post offices' service innovation is relatively new. Therefore, this study examines the post offices' service innovation that ensures their long-term sustainability. It investigates the influence of customer satisfaction and brand loyalty on the link between the predictors of service innovation and service loyalty. It conducts an enormous primary survey consisting of 123 users of post offices in Malaysia. The study finds that service innovation has a direct positive effect on service loyalty, but service quality has no impact on service loyalty. Remarkably, it shows that service quality influences service loyalty through customer satisfaction. The findings of this study will assist the post offices in their efforts to modernise their services within the limited available resources to satisfy the needs of the society in daily transactions.

The Moderating Effects of Service Innovation on Relationship Quality

Nowadays, relationship marketing (RM) has become one of the most widely discussed marketing theories. In addition to achieving consensus, the most important result of RM is the retention of customers. However, it has not been theorized and discussed in terms of the effect of service innovation on the quality of relationships. This study empirically identifies the important service indications in marketing, i.e., customer value, satisfaction, trust, and loyalty and the developing path among these indicators. Additionally, thestudy also shows that good customer experience, quality of interaction, and innovative services can strengthen the path to developing customer loyalty.

The Effect of Service Innovation on E-government Performance

Research on public sector innovation has gained momentum recently as electronic government performance has been met with criticism. The ambiguity comes from the lack of deep understanding of the intervening variables through which service innovation affects e-government performance. Therefore, this article presents a conceptual framework to better understand the impact of service innovation on e-government performance. The role of stakeholder involvement and stakeholder perceived value of innovation in the relationship between service innovation and e-government performance is examined. The data came from a survey of 120 Iranian government organizations. Reliability and validity of the measurement instrument were confirmed and statistical analysis was performed to test the framework. The results confirm the moderating effect of stakeholder involvement and the mediating role of stakeholder perceived value of innovation. It was also revealed that citizens are not actively engaged in the innovation process and their perceived value of innovative e-government services remains low.

Corporate reputation, service innovation and cross-buying intention: a test on reciprocal relationship and mediation effect

This study empirically established the reciprocal relationship between service innovation and corporate reputation and its effect on cross-buying intention with mediation effect of service innovation between corporate reputation and cross-buying intention. The findings established that there is a reciprocal relationship between service innovation and corporate reputation and that both the constructs independently influence the cross-buying intention of the customer. The result further clarifies that there is the least combined effect of service innovation and corporate reputation on cross-buying intention, which means that service innovation and corporate reputation do not mediate the other variable's relationship with cross-buying intention. The findings help the managers/decision makers of a telecommunication service firm to understand that customer may cross-buy a product/service even from a non-reputed firm if the product/service is innovative. On the other hand, customers might cross-buy a product/service if it is from a reputed firm where the product/service may not always be innovative. Thus, for a new firm (which is less reputed in the market), service innovation helps in cross-selling whereas cross-selling of service is comparatively easier for a reputed firm even in the absence of innovative idea.

“Effect of service innovation on performance of select small and medium (SME) hotels in Pune.”

“Effect of service innovation on performance of select small and medium (SME) hotels in Pune.”