Relationship Between Service Innovation and Innovation Capability That Affects Customer Satisfaction Mediated by Service Quality in the Public Sector

DOI

10.2991/aebmr.k.211117.085How to use a DOI?

Keywords

“Service innovation”; “Innovation capability”; “Service quality”; “Customer satisfaction”; “Public sector”

Abstract

Customer satisfaction is long to be one of the most favourite subject researchers done. The aim of this study is to demonstrate the impact of service innovation and service quality to customer satisfaction that mediated by service quality in public sector. The subject is the people who use the service in public prosecutor’s office. Quantitative method is used in this study with the total of 263 respondents. SEM is used to process the data. Finding reveals that service innovation positively affect innovation capability and innovation capability give positive impact to customer satisfaction through service quality as the mediator. With this finding, we hope that the study can trigger other public sector and government office to be more innovative in giving people services.

Copyright

© 2021 The Authors. Published by Atlantis Press International B.V.

Open Access

This is an open access article under the CC BY-NC license.

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TY  - CONF
AU  - Zike Adhi Pranoto
AU  - Dudi Hendrakusuma Syahlani
PY  - 2021
DA  - 2021/11/23
TI  - Relationship Between Service Innovation and Innovation Capability That Affects Customer Satisfaction Mediated by Service Quality in the Public Sector
BT  - Proceedings of the Seventh Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2021)
PB  - Atlantis Press
SP  - 382
EP  - 393
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.211117.085
DO  - 10.2991/aebmr.k.211117.085
ID  - Pranoto2021
ER  -