Effect Of Product Innovation On Customer Satisfaction: An Overview Of Insight Into Nigerian Service Market

Abstract

The objective of this study was to gain an insight into service innovation dimensions that affect customer’s satisfaction in the service industry.  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. Findings showed that service innovation affects customer’s satisfaction when customers were satisfied in relation to their expectations being 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.