Publication Details
Abstract
The aim of study was to evaluate the relationship between service innovation and organizational success of commercial banks in Port Harcourt. The specific objectives are to determine the connection between mobile Apps and ATM and organizational success of commercial banks in Port Harcourt. The study selected five new generational banks, and conveniently visited 3 branches of each of the banks with 10 copies of closed-ended questionnaire, which amounted 150 samples; and upon data retrieval and clean-up, 128 responses wee fit for the analysis. Spearman’s rank order correlation coefficient was used for the analysis, and the results found a significant relationship between service innovation and organizational success of commercial banks in Port Harcourt, with highest effect between ATM and customer satisfaction. The study among others suggested that based on the concept of service dominant-logic, customer have become one of the most valuable resource that organizations can not just overlook; that is, they must try as much as they can at all times, seek customers’ opinions during service delivery decisions or decisions that will aid boost customer experiences.