Service Innovation and Customer Satisfaction Nexus of the Transportation Sector of Yenagoa, Bayelsa State (Published)
Citation: Lyndon M. Etale and Patricia Akpi (2022) Service Innovation and Customer Satisfaction Nexus of the Transportation Sector of Yenagoa, Bayelsa State, European Journal of Logistics, Purchasing and Supply Chain Management, Vol.10 No.1, pp.15-23
Abstract: The study was carried out with a view to provide a clear-cut understanding of the concept and principles of customer satisfaction, as it relates to service innovation of transportation firms in Yenagoa, Bayelsa State. Service innovation was used as the independent variable to ascertain the nature and strength of the relationship of its dimensions which were selected to be technological innovation, and service process innovation, and their relationship with customer satisfaction. In a bid to give the study a bearing and focus, two research questions and hypotheses were drawn from the variables, which sought to ascertain the relationship between the two dimensions of service innovation used in the study and customer satisfaction. The study was further grounded in the theory of assimilation, which is focused on the cognitive variations and dissonance experienced by customers after the consumption of a service, as a result of their pre-service encounter expectation and their actual service experience. The study thereby launched and distributed questionnaires to a total of 170 respondents from transportation firms in Yenagoa, Bayelsa State of Nigeria, and successfully retrieved a total of 160 questionnaires, which formed the basis of the data analysis and findings of the research study. The data was analyzed using the Pearson Correlation Coefficient method as a means of ascertaining the nature and strength of the relationship between the two variables. The findings of the study pointed to a significant positive relationship between the two variables, and informed the study to recommend that: firms should strive to innovate on their service to match the dynamic needs of the customers; and firms should constantly improve on the service processes to become more efficient and effective.
Firm level innovation brings about new ideas, new products development, pioneering of new technologies and processes as well as the promotion of entrepreneurship. It is the major driver of economic growth and competitiveness in the global market economy. This study assessed the status of innovation among small, medium and large firms in Ghana. From the up-dated list of the Association of Ghana Industries (AGI) a sample of 500 manufacturing and service sector firms employing more than 10 people were purposively selected across the country. The primary data were collected through questionnaire, and then analysed using descriptive and inferential statistics. The individual entrepreneur or owner of the firm was the unit of analysis. The result showed that innovation in Ghana is more prevalent in the small firms compared to medium and large firms. The study noted that most of the employees with university degrees were employed by large multinational firms and medium firms that are part of large groups. It also emerged that more than half (59%) of the processed innovations were developed within the firms themselves and 21% of the innovative firms collaborated with other firms and institutions for their innovative activities. The paper argues that drawing lessons from the experience of the Asian Tigers, firm level innovation could aspire Ghana achieve higher economic growth for favourable competition in the global economy.