Abstract

Service Innovation, has emerged as a channel for assessing customer satisfaction in order to normalize existing services. The paper defines and presents service innovation in a manner that sheds light on the customer satisfaction in the Nigerian Banking industry and sets the stage for future research. The study proposes a conceptual paper aimed to provide a framework for classifying service innovation and its effects on customer satisfaction. The conceptual framework is still in its nascent stage and requires substantial empirical work. As the relationships between service innovation and customer satisfaction in the Banking industry are currently under-researched it might be worthwhile considering a quantitative approach to widen our understanding of the interrelationships of the concepts before embarking on a qualitative research endeavour.