article · Zenodo (CERN European Organization for Nuclear Research)
<em>This essay delves into the relationship between business process innovation and customer satisfaction within the context of Ikeja Electric PLC, a prominent player in the electricity industry. The objective is to comprehensively analyze the impact of business process innovation on customer satisfaction, while considering various factors such as service quality, perceived value, customer experience, demographics, competition, and price. By synthesizing relevant studies and conducting a correlation matrix analysis, this essay provides valuable insights into the intricate dynamics between business process innovation and customer satisfaction. The findings underline the significance of striking a balance between innovation and perceived value in order to achieve enhanced customer satisfaction and drive overall business performance.</em>
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DOI: 10.5281/zenodo.8362021
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