The Effects of Service Innovation and Service Quality on Customer Satisfaction: A Case of Residential Security Service

Abstract

Technological innovation services have been imported into the service quality of residential security, showing the improvement of customer satisfaction with the intelligent system. The study hence aims at how service innovation and service quality affect customer satisfaction in residential security services by questionnaire survey. By using random sampling, 316 shares of effective questionnaires were analyzed by SPSS through correlation analysis, regression analysis, and IPA. The results show: 1) Customer satisfaction was significantly positively affected by service quality. 2) Service innovations were significantly positively affected by service quality. 3) Customer satisfaction was significantly positively affected by service innovation. 4) The effect of service quality on customer satisfaction was mediated by service innovation. IPA reveals the minor gaps between expected and actual service satisfaction, and it demonstrates that the service quality of residential security is close to customer satisfaction.

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