The Influence of Service Excellence and Innovation on Consumer Satisfaction

Abstract

However, in the business world, it is not enough to be in this position, we have to be competitive and number one, and one way to win the competition is to improve service quality, because increasing service quality will make consumers satisfied and loyal. Quality not only emphasizes aspects of the final result, namely products and services, but also concerns human quality, process quality and environmental quality. Service quality is the best matrix for evaluating consumer satisfaction in comparison between expectations and perceptions of service. However, in the business world, it is not enough to be in this position, we have to be competitive and number one, and one way to win the competition is to improve service quality, because increasing service quality will make consumers satisfied and loyal.