The Influence of Service Innovation on Customer Satisfaction at the Friliskin Beauty Center Beauty Clinic in Palu City
Abstract
This study aims to analyze the effect of service innovation on customer satisfaction at the Friliskin Beauty Center Beauty Clinic in Palu City. The research is motivated by the increasing competition in the beauty industry that demands service companies to continuously innovate services to improve customer satisfaction. The theoretical study in this study uses the concept of Service Innovation consisting of process innovation, interaction innovation, and outcome innovation, as well as customer satisfaction theory based on the Service-Dominant Logic and SERVQUAL approaches. This study uses a quantitative method with a descriptive-verification approach. Data collection techniques were carried out through observation, documentation, and distribution of questionnaires to 97 respondents selected using a purposive sampling technique. Data analysis was carried out with the help of SPSS through validity tests, reliability, classical assumptions, and multiple linear regression. The results of the study indicate that process innovation has no significant effect on customer satisfaction with a calculated t value of 0.813 and a significance of 0.418. Meanwhile, interaction innovation has a positive and significant effect on customer satisfaction with a calculated t value of 2.981 and a significance of 0.004, and outcome innovation also has a positive and significant effect with a calculated t value of 2.917 and a significance of 0.004. This study concludes that customer satisfaction is formed through a combination of service interaction quality and satisfactory service outcomes.
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