EFFECT OF PRODUCT INNOVATION ON CUSTOMER SATISFACTION: AN OVERVIEW OF INSIGHT INTO NIGERIAN SERVICE MARKET

Samuel Ayodele Majekodunmi and Babalola Oluwayemi Oginni
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Samuel Ayodele Majekodunmi: Mountain Top University, Department of Business Administration, Ibafo, Ogun State
Babalola Oluwayemi Oginni: Redeemer?s University, Department of Economics and Business Studies, Ede, Osun State

Noble International Journal of Social Sciences Research, 2019, vol. 4, issue 1, 1-7

Abstract: The objective of this study was to gain an insight into service innovation dimensions that affect customer’s satisfaction in the service industry.  Some service innovation dimensions were selected to be tested in First Registrars operations and its relationship with customers in order to explore the relationship between service innovation and customer satisfaction. Findings showed that service innovation affects customer’s satisfaction when customers were satisfied in relation to their expectations being met or surpassed. Finally, recommendations were made. Topmost among the recommendations was that service providing firms should innovate so as to meet customers’ expectations and if possible surpassed them.

Keywords: Product Innovation; Customer Satisfaction; Nigerian Service Market; Client (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (1)

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