{"title":"顾客满意度和忠诚度是否中介了毕业生感知服务质量对毕业生感知工作绩效的影响?","authors":"L. Chikazhe, Charles Makanyeza","doi":"10.14426/jei.v3i1.1231","DOIUrl":null,"url":null,"abstract":"The study investigated the mediating role of customer satisfaction and loyalty on the effect of perceived service quality on perceived job performance. Based on a sample size of 571, a cross-sectional survey was conducted in Harare, Zimbabwe. Hypothesised relationships were tested using structural equation modelling. Results show that perceived service quality positively influences perceived job performance, customer satisfaction and loyalty. The influence of perceived service quality on perceived job performance was found to be partially mediated by both customer satisfaction and loyalty. Results have theoretical and managerial implications.","PeriodicalId":106682,"journal":{"name":"Journal of Entrepreneurial Innovations","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":"{\"title\":\"DO CUSTOMER SATISFACTION AND LOYALTY MEDIATE THE EFFECT OF GRADUATE’S PERCEIVED SERVICE QUALITY ON GRADUATE’S PERCEIVED JOB PERFORMANCE?\",\"authors\":\"L. Chikazhe, Charles Makanyeza\",\"doi\":\"10.14426/jei.v3i1.1231\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"The study investigated the mediating role of customer satisfaction and loyalty on the effect of perceived service quality on perceived job performance. Based on a sample size of 571, a cross-sectional survey was conducted in Harare, Zimbabwe. Hypothesised relationships were tested using structural equation modelling. Results show that perceived service quality positively influences perceived job performance, customer satisfaction and loyalty. The influence of perceived service quality on perceived job performance was found to be partially mediated by both customer satisfaction and loyalty. Results have theoretical and managerial implications.\",\"PeriodicalId\":106682,\"journal\":{\"name\":\"Journal of Entrepreneurial Innovations\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":0.0000,\"publicationDate\":\"1900-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"1\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Entrepreneurial Innovations\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.14426/jei.v3i1.1231\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Entrepreneurial Innovations","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.14426/jei.v3i1.1231","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
DO CUSTOMER SATISFACTION AND LOYALTY MEDIATE THE EFFECT OF GRADUATE’S PERCEIVED SERVICE QUALITY ON GRADUATE’S PERCEIVED JOB PERFORMANCE?
The study investigated the mediating role of customer satisfaction and loyalty on the effect of perceived service quality on perceived job performance. Based on a sample size of 571, a cross-sectional survey was conducted in Harare, Zimbabwe. Hypothesised relationships were tested using structural equation modelling. Results show that perceived service quality positively influences perceived job performance, customer satisfaction and loyalty. The influence of perceived service quality on perceived job performance was found to be partially mediated by both customer satisfaction and loyalty. Results have theoretical and managerial implications.
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