Effect of Product and Service Innovation on Customer Satisfaction

The objective of this study is to gain a better understanding of service innovation dimensions that affect customer’s satisfaction in the service industry. In the study some service innovation dimensions were selected to be tested in First Registrars operations and its relationship with customers in order to explore the relationship between service innovation and customer satisfaction. A quantitative research approach was used to get a better understanding of this issue. The empirical data were gathered through 200 copies of questionnaire administered to respondents. Data presentation and analysis were done in accordance with the research questions. Hypotheses were tested and there were affirmations as the first two alternative hypotheses were accepted. Findings were made and conclusions were drawn sequence to the responses to the research questions. Prime among the findings was that customers were satisfied when their expectations were met or surpassed. Finally recommendations were made. Topmost among the recommendations was that service providing firms should innovate so as to meet customers’ expectations and if possible surpassed them.