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

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  • Lovemore Chikazhe
  • Charles Makanyeza
  • Nicholas Z. Kakava

Abstract

Studies focusing on the effect of graduates’ perceived service quality, graduates’ satisfaction and loyalty on graduates’ perceived job performance are scarce. Therefore, this study was conducted to narrow this knowledge gap. A cross-sectional survey of 430 university graduates was carried out in Harare, Zimbabwe. Structural equation modelling was used to test the research hypotheses. Results show that graduates’ perceived service quality and loyalty each positively influences graduates’ perceived job performance. It was found that graduates’ satisfaction does not significantly influence graduates’ perceived job performance.

Suggested Citation

  • Lovemore Chikazhe & Charles Makanyeza & Nicholas Z. Kakava, 2022. "The effect of perceived service quality, satisfaction and loyalty on perceived job performance: perceptions of university graduates," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 32(1), pages 1-18, January.
    • Handle: RePEc:taf:jmkthe:v:32:y:2022:i:1:p:1-18
    DOI: 10.1080/08841241.2020.1793442
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    Cited by:

    1. Nitin Gupta & Prem Vrat & Ravindra Ojha, 2023. "People Quality Measurement in Service Industry: A New Approach," Metamorphosis: A Journal of Management Research, , vol. 22(1), pages 55-72, June.

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