The Effects of Service Innovation on Customer Satisfaction and Loyalty; The Moderating role of customer income: evidence from The Ethiopian banking industry.
| dc.contributor.advisor | Habtamu Edris (PhD) | |
| dc.contributor.author | Abebe Desta Tedla | |
| dc.date.accessioned | 2023-12-11T05:58:30Z | |
| dc.date.available | 2023-12-11T05:58:30Z | |
| dc.date.issued | 2023-06-02 | |
| dc.description.abstract | One of the industries receiving a major attention in the field of innovation research is the service sector, which is among the rapidly growing in the world economy and makes up majority of a country's GDP and the banking sector is a prime example of service industry in Ethiopia with intense competition in. this research will help to improve our understanding of the relationships between service innovation, Customer satisfaction and loyalty and; to uncover the effect of Customer income on this relationship. It will also provide Bank managers’ useful tools to retain important Customers. The objective of this research paper is to study the effects of innovation on customer satisfaction and customer loyalty in Ethiopian banking industry; further more to determine the contribution of customer income in the relationship between service innovation, customer satisfaction and customer loyalty. This research used quantitative research approach and explanatory research design and; it distributed 384 and collected primary data from 350 customers through structured questionnaires acquired from previously validated literature using 5 scales like rt. The data is processed and analyzed though multivariate regression mediation moderation analysis of SPSS macro process model 8 to investigate how customer income impacts the relationships. The Findings of the study revealed that in the Ethiopian banking industry Customer satisfaction and loyalty was determined by service innovation. Furthermore, the study established that Customer Income strengthen the direct-effect, indirect-effects of service innovation on Customer loyalty mediated by Customer Satisfaction positively and significantly. More importantly, the interaction effect of the direct and indirect-effect of service innovation on Customer loyalty was positively and significantly strengthened by Customer income supported claims that demographic characteristics such as income, age and gender moderated the Customer satisfaction and loyalty relationships. Besides it also supported the claims increasing customer income increases brand awareness | |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/559 | |
| dc.language.iso | en | |
| dc.publisher | A.A.U. | |
| dc.subject | Customer Income, Service innovation, Customer loyalty, Customer Satisfaction | |
| dc.title | The Effects of Service Innovation on Customer Satisfaction and Loyalty; The Moderating role of customer income: evidence from The Ethiopian banking industry. | |
| dc.type | Thesis |