2023
DOI: 10.1007/s44257-023-00006-7
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Service quality and business performance: the mediating role of innovation

Abstract: Literature is replete with studies indicating how innovation influences service quality and business performance. In addition to highlighting the research trends in the service sector under investigation, this paper explores the impact factor of innovation on service quality leading to business performance. The cross-sectional survey was the research approach used, while confirmatory factor analysis and structural equation modeling (CB-SEM) was used to analyze the data. In order to study the mediation effect o… Show more

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Cited by 1 publication
(2 citation statements)
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“…The results of the data analysis on the hypothesis that service quality influences business performance positively and significantly can be accepted. These findings support those of an empirical study by Nair & Choudhary (2016) of 243 hotel guests in Qatar and those of a study by Kankam, G. (2023) of 478 respondents from 10 restaurants in Accra, Ghana.…”
Section: Analysis and Resultssupporting
confidence: 88%
See 1 more Smart Citation
“…The results of the data analysis on the hypothesis that service quality influences business performance positively and significantly can be accepted. These findings support those of an empirical study by Nair & Choudhary (2016) of 243 hotel guests in Qatar and those of a study by Kankam, G. (2023) of 478 respondents from 10 restaurants in Accra, Ghana.…”
Section: Analysis and Resultssupporting
confidence: 88%
“…Service quality pertains to the degree to which a business meets or surpasses consumer expectations (Kankam, 2023). The level of service quality has a direct correlation with the level of consumer satisfaction.…”
Section: Service Quality and Business Performancementioning
confidence: 99%