The effect of perceived service quality, satisfaction and loyalty on perceived job performance: perceptions of university graduates

Chikazhe, Lovemore; Makanyeza, Charles; Kakava, Nicholas Zivengwa

doi:10.1080/08841241.2020.1793442

Cited by 25 publications

(26 citation statements)

References 52 publications

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“…Customer satisfaction has a significant and positive influence on customer loyalty (Chikazhe et al, 2020;Dimyati, 2018). Females were found to be more loyal than males at higher levels of trust in the banking environment (Ndubisi, 2006).…”

Section: H 3: Corporate Image Mediates the Effect Of Customer Satisfaction On Customer Loyaltymentioning

confidence: 99%

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Chikazhe

Makanyeza

Chigunhah

2021

Cogent Business & Management

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Customer satisfaction, loyalty and corporate image play a critical role in improving loyalty within the banking sector. The current study examines the mediators and moderators of the effect of customer satisfaction on loyalty. Data were collected from bank customers (n = 308) using a structured questionnaire through a cross-sectional survey in Chinhoyi, Zimbabwe. Data were analysed using structural equation modelling and moderated regression analyses. Customer satisfaction has a direct positive effect on customer loyalty. Service quality and corporate image were each found to partially mediate the effect of customer satisfaction on customer loyalty. Gender, age, education and income were found not to moderate the effect of customer satisfaction on loyalty. Thus, this study extends the extant services marketing literature by examining the mediators and moderators of the customer satisfaction-customer loyalty relationship within the banking sector. As a result, banks are encouraged to consider customer satisfaction, service quality and image altogether when trying to influence customer loyalty.

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Section: H 3: Corporate Image Mediates the Effect Of Customer Satisfaction On Customer Loyaltymentioning

confidence: 99%

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Chikazhe

Makanyeza

Chigunhah

2021

Cogent Business & Management

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“…Furthermore, we decided to test the supposed mediating role of SBE by testing its relation with BA, BIDS, PQ, SBL. Based on Aaker's well-known conceptual model and prior researches in the context of higher education [33,34,65,66] we included BA and PQ in our research scope. We propose a new idea for differentiating BA for the institutions in the sector of higher education in two groups: (a) identifiers -relations carrying a meaningful importance but not capable of driving forward an educational choice.…”

Section: Resultsmentioning

confidence: 99%

Student brand loyalty to public higher education institution

Dimitrova

Ilieva

2021

Мiждисциплiнарнi дослiдження складних систем

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The purpose of this study is to investigate and reveal the relationships between student brand loyalty (SBL) and the four composite variables: brand associations (BA), brand information dissemination and sufficiency (BIDS), perceived quality (PQ), student brand engagement (SBE). The paper also explores possible relations between SBE and the constructs BA, BIDS, PQ. An empirical study was conducted among 250 students of 3 faculties in a public university in Bulgaria. The analysis included the maximum likelihood-ratio chi-square test (G-test), correspondence and multiple correspondence analysis. The results demonstrate a significance of all dependences among variables of the research model except between SBE and BA, PQ. Additionally, there has been little work on SBL relationships to select variables. This study contributes to filling this gap in the research. The suggested research frame provides a useful toolkit in aid of higher education policymakers for diagnosing and upgrading the SBL.

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“…2) Lecturer [11], [17], [2], [3], [6] and [13] all confirm university faculty is an important factor in determining the improvement and development of training quality in universities. Through professional competencies (professional knowledge, teaching methods, professional ethics of lecturers) and soft skills (actively showing interest in students; encouraging the love of learning, listening skills, skills to adapt well to unexpected situations) applied in teaching, faculty members can ensure positive learning outcomes and stimulate students' interest in learning.…”

Section: B Creating the Research Scale And Hypotheses 1) Program Orga...mentioning

confidence: 99%

Impact of training quality on expected training service prices of learners at Vietnamese public universities

Anh¹,

Ha²

2022

Proceedings of the International Conference on Research in Management &Amp; Technovation

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The research measured and evaluated the influence of 6 factors, namely: program coordination organization, lecturers, training programs, teaching and learning methods, facilities, and personal expectations of students to the expected price of higher education services at Vietnamese public Universities. The results show that all 6 factors had positive effects on the expected price of higher education services. The training program had the strongest impact on the expected price of higher education services, followed by the lecturer factor. On that basis, we propose appropriate recommendations to improve and enhance the quality of higher education services towards sustainable development of higher education for Vietnamese public Universities.

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The effect of perceived service quality, satisfaction and loyalty on perceived job performance: perceptions of university graduates

Cited by 25 publications

References 52 publications

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Student brand loyalty to public higher education institution

Impact of training quality on expected training service prices of learners at Vietnamese public universities

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