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

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 ca...

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Bibliographic Details
Published inJournal of marketing for higher education Vol. 32; no. 1; pp. 1 - 18
Main Authors Chikazhe, Lovemore, Makanyeza, Charles, Kakava, Nicholas Z.
Format Journal Article
LanguageEnglish
Published New York Routledge 02.01.2022
Taylor & Francis Ltd
Subjects
Alumni
College Graduates
Education Work Relationship
Educational Quality
Foreign Countries
Graduate loyalty
graduate satisfaction
higher education
Job Performance
Job Satisfaction
perceived job performance
perceived service quality
Perception
Quality of service
Student College Relationship
University graduates
Zimbabwe
Zimbabwe
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Summary: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.
ISSN:0884-1241
1540-7144
DOI:10.1080/08841241.2020.1793442