The Effect of Service Innovation on Customer Satisfaction at Balai Besar Tekstil Bandung

Abstract

Service innovation is increasingly important for public technical-service institutions because customers expect services that are fast, accessible, transparent, and easy to use. However, empirical evidence on digital service innovation in textile technical-service institutions remains limited. This study aims to analyze the effect of service innovation on customer satisfaction at Balai Besar Tekstil Bandung. A quantitative descriptive design was applied to 35 customers who used the institution's digital services during November 2025-January 2026. Saturated sampling was used, and data was collected through questionnaires and documentation. Data were analyzed using descriptive statistics, normality and heteroskedasticity tests, simple linear regression, correlation and determination coefficients, and a partial t-test with SPSS 27. The results show that service innovation achieved 78% and customer satisfaction 79%, both in the good category. Service innovation had a positive and significant effect on customer satisfaction, with a regression coefficient of 1.026, t = 55.191, p < 0.001, and R² = 0.989. The study's novelty lies in demonstrating the strong role of digital service innovation in customer satisfaction within a textile technical-service institution.