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

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.

KEYWORDS:

• Graduate loyalty
• graduate satisfaction
• higher education
• perceived job performance
• perceived service quality
• Zimbabwe

Disclosure statement

No potential conflict of interest was reported by the author(s).