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首页> 外文期刊>Asia Pacific Journal of Innovation and Entrepreneurship >Towards innovation, co-creation and customers’ satisfaction: a banking sector perspective
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Towards innovation, co-creation and customers’ satisfaction: a banking sector perspective

机译：走向创新，共同创造和客户的满意度：银行业的观点

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Purpose Co-creation fosters customer’s involvement for innovation in products/services and is used as a tool to develop competitive edge for better entrepreneurship.Based on limited evidence, the study aims to examine the factors contributing to the co-creation and the relationship of co-creation with customer satisfaction. Design/methodology/approach A sample of 384 customers from selected banks in Pakistan was selected.The study adopted quantitative, explanatory and cross-sectional research design.Structural equation modeling is used for analysis. Findings The results revealed a positive and significant relationship between co-creation with customer satisfaction.Further results revealed that access to information, risk assessment and transparency have a positive relationship with co-creation for innovation.The study is significant for customers and management of banks to understand the implications of co-creation to increase customer satisfaction. Research limitations/implications Few banks with a small number of customers were selected for the study. Practical implications Managers must consider customer’s access to information, risk assessment and transparency of information as necessary factors for co-creation that foster innovation and entrepreneurial opportunities because co-creation strengthens customer satisfaction. Social implications Adopting the co-creation process brings long-lasting harmony between customers and banks, and customers may consider the banks as being socially responsible by inviting the opinions of their customers. Originality/value Model is re-tested in the context of Pakistani banks with selected variables affecting co-creation for innovation.Moreover, the relationship of co-creation with customer satisfaction is examined.
机译：目的共同创造促进客户参与产品/服务的创新，并被用作开发竞争优势以实现更好的企业家的工具。基于有限的证据，该研究旨在研究有助于共同创造和CO的关系的因素 - 顾客满意度。设计/方法/方法选择了巴基斯坦选定银行的384名客户的样本。研究采用了定量，解释性和横截面研究设计。结构方程建模用于分析。结果表明，与客户满意度共同创造之间的积极和重要的关系。结果表明，获取信息，风险评估和透明度与创新的共同创造有积极的关系。这项研究对于客户和银行的管理很重要了解共同创造的影响，以提高客户满意度。研究限制/含有少数客户的银行被选为研究。实际含义管理人员必须考虑客户对信息的信息，风险评估和透明度，作为共同创造的必要因素，因为共同创造加强客户满意度，以促进创新和企业家的机会。采用共同创造过程的社会影响为客户和银行之间带来了长期持久的和谐，客户可能会认为银行通过邀请客户的意见而受到社会责任。在巴基斯坦银行的背景下重新测试了原创性/值模型，其中选择了影响创新共同创造的选定变量.Orouse，研究了与客户满意度的共同关系。

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