ABSTRACT

The purpose of this paper is to test and examine the interrelationships amongst customer satisfaction, customer service, innovation, and competitive pricing in the laundry industry in Ghana using the covariance approach of Structural Equation Modeling. Quantitative research design was adopted for this study. The data set used to meet this paper’s main objectives was collected using face to face meeting of laundry customers and requesting them to fill out a 1–5 point Likert scale questionnaire. The results demonstrate the mediating effects and moderating effects that customer service, competitive pricing, and innovation has on customer satisfaction in the laundry service industry in Ghana.

摘要

本文的目的是使用结构方程建模的协方差方法测试和检查加纳洗衣行业的客户满意度、客户服务、创新和竞争性定价之间的相互关系。本研究采用定量研究设计。用于满足本文主要目标的数据集是通过洗衣客户的面对面会议收集的，并要求他们填写 1-5 分的李克特量表问卷。结果表明，客户服务、竞争性定价和创新对加纳洗衣服务行业的客户满意度具有中介作用和调节作用。