The Influence of Innovation and Service Quality on Customer Satisfaction
Abstract
This research aims to determine the suitability of the influence of innovation and service quality on customer satisfaction at Perumda Air Minum Makassar City. Data collection uses primary data obtained from questionnaires using saturated random sampling, its validity and reliability have been tested, and classical assumptions in the form of Normality, Multicollinearity and Heteroscedasticity have also been tested. The data analysis method uses descriptive analysis techniques, coefficient of determination analysis (R2), multiple regression analysis, partial testing (t test) and simutant test (f test). The results of this research show that the Innovation variable has a positive and significant effect on customer satisfaction at Perumda Air Minum Makassar City. The service quality variable does not influence customer satisfaction at Perumda Air Minum Makassar City. And the innovation and service quality variables simultaneously have a positive and significant effect on customer satisfaction at Perumda Air Minum Makassar City.
References
Aarons, G. A., Hurlburt, M., & Horwitz, S. M. (2011). Advancing a conceptual model of evidence-based practice implementation in public service sectors. Administration and policy in mental health and mental health services research, 38, 4-23. https://doi.org/10.1007/s10488-010-0327-7
Adypurnawati, M., & Hariani, D. (2019). Inovasi Lapor Hendi (Layanan Aspirasi dan Pengaduan Online Rakyat) di Kota Semarang. Journal of Public Policy and Management Review, 8(2), 16-31. https://doi.org/10.14710/jppmr.v8i2.23496
Al-Gasawneh, J. A., AlZubi, K. N., Anuar, M. M., Padlee, S. F., Ul-Haque, A., & Saputra, J. (2022). Marketing performance sustainability in the Jordanian hospitality industry: The roles of customer relationship management and service quality. Sustainability, 14(2), 803. https://doi.org/10.3390/su14020803
Ali AlShehail, O., Khan, M., & Ajmal, M. (2022). Total quality management and sustainability in the public service sector: the mediating effect of service innovation. Benchmarking: An International Journal, 29(2), 382-410. https://doi.org/10.1108/BIJ-08-2020-0449
Alzoubi, H., Alshurideh, M., Kurdi, B., Akour, I., & Aziz, R. (2022). Does BLE technology contribute towards improving marketing strategies, customers’ satisfaction and loyalty? The role of open innovation. International Journal of Data and Network Science, 6(2), 449-460. https://doi.org/10.5267/j.ijdns.2021.12.009
Amoako, G. K. (2022). Customer satisfaction: Role of customer service, innovation, and price in the laundry industry in Ghana. Journal of African Business, 23(1), 146-164. https://doi.org/10.1080/15228916.2020.1826855
Anas, M. (2024). Customer Satisfaction in the Hotel Industry: A Case Study from Makassar City. Journal of Economic Education and Entrepreneurship Studies, 5(1), 135-150. https://doi.org/10.26858/je3s.v5i1.3265
Awadhi, J., Obeidat, B., & Alshurideh, M. (2021). The impact of customer service digitalization on customer satisfaction: Evidence from telecommunication industry. International Journal of Data and Network Science, 5(4), 815-830. https://doi.org/10.5267/j.ijdns.2021.x.002
Brummel, L. (2021). Social accountability between consensus and confrontation: developing a theoretical framework for societal accountability relationships of public sector organizations. Administration & Society, 53(7), 1046-1077. https://doi.org/10.1177/0095399720988529
Chaithanapat, P., Punnakitikashem, P., Oo, N. C. K. K., & Rakthin, S. (2022). Relationships among knowledge-oriented leadership, customer knowledge management, innovation quality and firm performance in SMEs. Journal of Innovation & Knowledge, 7(1), 100162. https://doi.org/10.1016/j.jik.2022.100162
Connor, R. (2015). The United Nations world water development report 2015: water for a sustainable world (Vol. 1). UNESCO publishing.
Datla, A. (2023). Echoes of the Okavango Delta–Does the voice of the people matter?. Water Alternatives, 16(3). https://doi.org/10.17613/2ecy-jw42
Fatima, T., & Elbanna, S. (2023). Corporate social responsibility (CSR) implementation: A review and a research agenda towards an integrative framework. Journal of Business Ethics, 183(1), 105-121. https://doi.org/10.1007/s10551-022-05047-8
Grönwall, J., & Danert, K. (2020). Regarding groundwater and drinking water access through a human rights lens: Self-supply as a norm. Water, 12(2), 419. https://doi.org/10.3390/w12020419
Jameaba, M. S. (2024). Digitalization, emerging technologies, and financial stability: challenges and opportunities for the Indonesian banking sector and beyond. Emerging Technologies, and Financial Stability: Challenges and Opportunities for the Indonesian Banking Sector and Beyond (April 26, 2024). http://dx.doi.org/10.2139/ssrn.4808469
Jamshidi, D., & Kazemi, F. (2020). Innovation diffusion theory and customers’ behavioral intention for Islamic credit card: Implications for awareness and satisfaction. Journal of Islamic Marketing, 11(6), 1245-1275. https://doi.org/10.1108/JIMA-02-2018-0039
Kharub, I., Lwin, M., Khan, A., & Mubin, O. (2021). Perceived service quality in HRI: applying the SERVBOT framework. Frontiers in Robotics and AI, 8, 746674. https://doi.org/10.3389/frobt.2021.746674
Lee, W. L., Liu, C. H., & Tseng, T. W. (2022). The multiple effects of service innovation and quality on transitional and electronic word-of-mouth in predicting customer behaviour. Journal of Retailing and Consumer Services, 64, 102791. https://doi.org/10.1016/j.jretconser.2021.102791
Lüdtke, D. U., Luetkemeier, R., Schneemann, M., & Liehr, S. (2021). Increase in daily household water demand during the first wave of the COVID-19 pandemic in Germany. Water, 13(3), 260. https://doi.org/10.3390/w13030260
Medberg, G., & Grönroos, C. (2020). Value-in-use and service quality: do customers see a difference?. Journal of Service Theory and Practice, 30(4/5), 507-529. https://doi.org/10.1108/JSTP-09-2019-0207
Mishra, B. K., Kumar, P., Saraswat, C., Chakraborty, S., & Gautam, A. (2021). Water security in a changing environment: Concept, challenges and solutions. Water, 13(4), 490. https://doi.org/10.3390/w13040490
Mittal, A., & Gupta, P. (2021). An empirical study on enhancing product quality and customer satisfaction using quality assurance approach in an Indian manufacturing industry. International Journal of Mathematical, Engineering and Management Sciences, 6(3), 878. https://doi.org/10.33889/IJMEMS.2021.6.3.052
Mohammad Salameh, A. A., Ahmad, H., Zulhumadi, F., & Abubakar, F. M. (2018). Relationships between system quality, service quality, and customer satisfaction: M-commerce in the Jordanian context. Journal of Systems and Information Technology, 20(1), 73-102. https://doi.org/10.1108/JSIT-03-2017-0016
Mujahid, M., Nurdin, N., & Aladin, N. (2021). Customer Satisfaction Analysis Using Package and Document Delivery Services Pt. Indonesian Post (Case Study of Makassar Central Post Office). International Journal of Health, Economics, and Social Sciences (IJHESS), 3(4), 294-303. https://doi.org/10.56338/ijhess.v3i4.1904
Murni, A., Fitri, N., & Hamid, M. (2024). Kualitas Pelayanan Dan Kompetensi Pegawai Kecamatan Penajam Kabupaten Penajam Paser Utara. Journal of Management and Social Sciences, 3(1), 287-306. https://doi.org/10.55606/jimas.v3i1.1057
Nasution, T. I. S., & Kurniawati, T. (2019). Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan konsumen produk nissan grand livina. Jurnal Ecogen, 1(4), 880-886. http://dx.doi.org/10.24036/jmpe.v1i4.5667
Nguyen, N. X., Tran, K., & Nguyen, T. A. (2021). Impact of service quality on in-patients’ satisfaction, perceived value, and customer loyalty: A mixed-methods study from a developing country. Patient preference and adherence, 2523-2538. https://doi.org/10.2147/PPA.S333586
Nguyen, T. M., & Malik, A. (2022). Impact of knowledge sharing on employees' service quality: the moderating role of artificial intelligence. International Marketing Review, 39(3), 482-508. https://doi.org/10.1108/IMR-02-2021-0078
Novitasari, D., Asbari, M., & Purwanto, A. (2022). Tourist satisfaction and performance of tourism industries: how the role of innovative work behaviour, organizational citizenship behaviour?. Journal of Industrial Engineering & Management Research, 3(1). https://doi.org/10.7777/jiemar.v3i1.246
Nuhu, S., Mpambije, C. J., & Ngussa, K. (2020). Challenges in health service delivery under public-private partnership in Tanzania: stakeholders’ views from Dar es Salaam region. BMC health services research, 20, 1-12. https://doi.org/10.1186/s12913-020-05638-z
Ogunmokun, O. A., Unverdi‐Creig, G. I., Said, H., Avci, T., & Eluwole, K. K. (2021). Consumer well‐being through engagement and innovation in higher education: A conceptual model and research propositions. Journal of Public Affairs, 21(1), e2100. https://doi.org/10.1002/pa.2100
Pacey, A., & Bray, F. (2021). Technology in World Civilization, revised and expanded edition: A Thousand-Year History. Mit Press. https://doi.org/10.7551/mitpress/11467.001.0001
Peñalba-Aguirrezabalaga, C., Ritala, P., & Sáenz, J. (2022). Putting marketing knowledge to use: marketing-specific relational capital and product/service innovation performance. Journal of Business & Industrial Marketing, 37(1), 209-224. https://doi.org/10.1108/JBIM-07-2020-0369
Rahardja, U., Hongsuchon, T., Hariguna, T., & Ruangkanjanases, A. (2021). Understanding impact sustainable intention of s-commerce activities: The role of customer experiences, perceived value, and mediation of relationship quality. Sustainability, 13(20), 11492. https://doi.org/10.3390/su132011492
Rubalcaba, L. (2022). Understanding innovation in education: A service co-production perspective. Economies, 10(5), 96. https://doi.org/10.3390/economies10050096
Ruiz-Alba, J. L., Abou-Foul, M., Nazarian, A., & Foroudi, P. (2022). Digital platforms: customer satisfaction, eWOM and the moderating role of perceived technological innovativeness. Information Technology & People, 35(7), 2470-2499. https://doi.org/10.1108/ITP-07-2021-0572
Sofyani, H., Riyadh, H. A., & Fahlevi, H. (2020). Improving service quality, accountability and transparency of local government: The intervening role of information technology governance. Cogent Business & Management, 7(1), 1735690. https://doi.org/10.1080/23311975.2020.1735690
Tajeddini, K., Martin, E., & Altinay, L. (2020). The importance of human-related factors on service innovation and performance. International Journal of Hospitality Management, 85, 102431. https://doi.org/10.1016/j.ijhm.2019.102431
Talwar, S., Talwar, M., Kaur, P., & Dhir, A. (2020). Consumers’ resistance to digital innovations: A systematic review and framework development. Australasian Marketing Journal, 28(4), 286-299. https://doi.org/10.1016/j.ausmj.2020.06.014
Tjiptono, F. (2017). Strategi Pemasaran, Edisi 4, Yogyakarta: Andi. Website. Industri. Makanan dan. Minuman, diakses.
Truong, N. T., Dang-Pham, D., McClelland, R. J., & Nkhoma, M. (2020). Service innovation, customer satisfaction and behavioural intentions: a conceptual framework. Journal of Hospitality and Tourism Technology, 11(3), 529-542. https://doi.org/10.1108/JHTT-02-2019-0030
Zhang, Y., Deng, J., Qin, B., Zhu, G., Zhang, Y., Jeppesen, E., & Tong, Y. (2023). Importance and vulnerability of lakes and reservoirs supporting drinking water in China. Fundamental Research, 3(2), 265-273. https://doi.org/10.1016/j.fmre.2022.01.035
Copyright (c) 2024 Journal La Bisecoman
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
