Proceedings of the Seventh Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2021)

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

Authors
Zike Adhi Pranoto1, *, Dudi Hendrakusuma Syahlani2
1,2University of Indonesia, Indonesia
*Corresponding author. Email: zike.pranoto@gmail.com
Corresponding Author
Zike Adhi Pranoto
Available Online 23 November 2021.
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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Volume Title
Proceedings of the Seventh Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
23 November 2021
ISBN
10.2991/aebmr.k.211117.085
ISSN
2352-5428
DOI
10.2991/aebmr.k.211117.085How to use a DOI?
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.

Cite this article

risenwbib
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  -