Service Innovation, Marketing Innovation and Customer Satisfaction: Moderating Role of Competitive Intensity

Abstract

Based on dynamic capability and contingency theory, authors examined the direct connection between Service innovation, Marketing innovation and Customer satisfaction, and the interacting mechanism of competitive intensity. The research model and hypotheses were developed from extant studies. Respondents from 300 microfinance banks participated in the survey. Analyses in Smart PLS software showed that Service innovation positively and significantly affects Customer satisfaction. Marketing innovation promotes customer satisfaction. Furthermore, the influence of Service and Marketing innovation on Customer satisfaction is greater in a competitive environment. Therefore, microfinance bank managers must continue to invest in innovation-related capabilities (service and marketing) to keep their customers satisfied. Theoretical and managerial contributions are highlighted in the study. JEL Classification: M10, M31

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 27 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.