Customer Satisfaction: Role of Customer Service, Innovation, and Price in the Laundry Industry in Ghana

George Kofi Amoako

Journal of African Business, 2022, vol. 23, issue 1, 146-164

Abstract: The purpose of this paper is to test and examine the interrelationships amongst customer satisfaction, customer service, innovation, and competitive pricing in the laundry industry in Ghana using the covariance approach of Structural Equation Modeling. Quantitative research design was adopted for this study. The data set used to meet this paper’s main objectives was collected using face to face meeting of laundry customers and requesting them to fill out a 1–5 point Likert scale questionnaire. The results demonstrate the mediating effects and moderating effects that customer service, competitive pricing, and innovation has on customer satisfaction in the laundry service industry in Ghana.

Date: 2022
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DOI: 10.1080/15228916.2020.1826855

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