The Effect between Service Innovation and Customer Satisfaction – Transmitters as Mediators

• Main Authors: Shiang-Ru Lai, 賴香如
• Other Authors: Jyh-Liang Guan
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/qya2zc

碩士 === 國立宜蘭大學 === 應用經濟與管理學系經營管理碩士班 === 102 === Previous researches support the argument that service innovation may help to boost Customer Satisfaction. Transmitters play an important role because transmitters will affect customer satisfaction, but this issue hasn’t been attention yet. This study aim at making up the research gap and provide recommendations for enterprises who want implementation of service innovation. So in this study we discuss on the effect between service innovation and customer satisfaction under consideration by transmitters. Those data in this study is collect by survey and use PLS-SEM to measure the theoretical relationship. In this study we collect valid data from 70 firms who executing service innovation in Ilan areas. The main findings of this study are summarized as follows : The degree of service innovation has a positive impact on employee satisfaction and employee satisfaction also has a positive impact on customer satisfaction.