References
- Abas, M. C., & Imam, O. A. (2016). Graduates’ competence on employability skills and job performance. International Journal of Evaluation and Research in Education, 5(2), 119–125.
- Ali, M., & Ahmed, M. (2018). Determinants of students’ loyalty to university: A service-based approach. Munich Personal RePEc Archive, 84352, 1–46.
- Ali, F., Zhou, Y., Hussain, K., Nair, P. K., & Ragavan, A. N. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality Assurance in Education, 24(1), 70–94. https://doi.org/https://doi.org/10.1108/QAE-02-2014-0008
- Annamdevula, S., & Bellamkonda, R. S. (2016). Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities. Journal of Modeling in Management, 11(2), 412. https://doi.org/https://doi.org/10.1108/JM2-01-2014-0010
- Arambewela, R., Hall, J., & Zuhair, S. (2006). Postgraduate international students from Asia: Factors influencing satisfaction. Journal of Marketing for Higher Education, 15(2), 105–127. https://doi.org/https://doi.org/10.1300/J050v15n02_05
- Ariani, D. W. (2015). Employee satisfaction and service quality: Is there relations? International Journal of Business Research and Management, 6(3), 33–44.
- Azevedo, A., Apfelthaler, G., & Hurst, D. (2012). Competency development in business graduates. The International Journal of Management Education, 10(1), 12–28. https://doi.org/https://doi.org/10.1016/j.ijme.2012.02.002
- Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74–94. https://doi.org/https://doi.org/10.1007/BF02723327
- Belwal, R., Priyadarshi, P., & Al Fazari, M. H. (2017). Graduate attributes and employability skills: Graduates’ perspectives on employers’ expectations in Oman. International Journal of Educational Management, 31(6), 814–827. https://doi.org/https://doi.org/10.1108/IJEM-05-2016-0122
- Berry, L. L., & Parasuraman, A. (1991). Marketing services, competing through quality. Free Press.
- Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). The service quality puzzle. Business Horizon, 31(5), 35–43. https://doi.org/https://doi.org/10.1016/0007-6813(88)90053-5
- Bevan, P.S. (2012). Good work, high performance and productivity. The Work Foundation. https://pdfs.semanticscholar.org/47e0/b1a9aeb30500ecbec8fa7205ad3dfbcffac1.pdf
- Borgogni, G., Latham, L., & Gary, P. (2017). A dynamic model of the longitudinal relationship between job satisfaction and supervisor-rated job performance. Alessandri, Applied Psychology: An International Review, 66(2), 207–232. https://doi.org/https://doi.org/10.1111/apps.12091
- Bryk, A. S. (2015). 2014 AERA distinguished lecture: Accelerating how we learn to improve. Educational Researcher, 44(9), 467–477. https://doi.org/https://doi.org/10.3102/0013189X15621543
- Cabellero, C. L., & Walker, A. (2010). Work readiness in graduate recruitment and selection: A review of current assessment methods. Journal of Teaching and Learning for Graduate Employability, 1(1), 13–25. https://doi.org/https://doi.org/10.21153/jtlge2010vol1no1art546
- Chandra, T., Ng, M., Chandra, S., & Priyono, A. (2018). The effect of service quality on student satisfaction and student loyalty: An empirical study. Journal of Social Studies Education Research, 9(3), 109–131.
- Cheruiyot, K., & Maru, L. C. (2013). Service quality and relative performance of public universities in East Africa. The TQM Journal, 25(5), 533–546. https://doi.org/https://doi.org/10.1108/TQM-11-2012-0103
- Christian, M. S., Garza, A. S., & Slaughter, J. E. (2011). Work engagement: A quantitative review and test of its relations with task and contextual performance. Personnel Psychology, 64(1), 89–136. https://doi.org/https://doi.org/10.1111/j.1744-6570.2010.01203.x
- Cihat, P. (2015). How to measure the customer satisfaction among international students? An Explorative Case Study on University Students. Academic Review of Economics & Administrative Sciences, 8(2), 41–59.
- Clemes, M. D., Gan, C. E., & Kao, T. H. (2008). University student satisfaction: An empirical analysis. Journal of Marketing for Higher Education, 17(2), 292–325. https://doi.org/https://doi.org/10.1080/08841240801912831
- Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 5(6), 55–68. https://doi.org/https://doi.org/10.1177/002224299205600304
- Dauda, A., Maishanu, M. M., & Mawoli, M. A. (2013). Effect of internal service quality on employee job satisfaction: Evidence from Abubakar Gimba Library, IBB University, Lapai – Nigeria. American International Journal of Contemporary, 3(6), 88–96.
- Edward, S. T. W. (2013). The influence of visual packaging design on perceived food product quality, value, and brand preference. International Journal of Retail & Distribution Management, 41(10), 805–816. https://doi.org/https://doi.org/10.1108/IJRDM-12-2012-0113
- El Alfy, S., & Abukari, A. (2019). Revisiting perceived service quality in higher education: Uncovering service quality dimensions for postgraduate students. Journal of Marketing for Higher Education, 1–25. https://doi.org/https://doi.org/10.1080/08841241.2019.1648360
- Encinas Orozco, F. C., & Cavazos Arroyo, J. (2017). Students’ loyalty in higher education: The roles of affective commitment, service co-creation and engagement. Cuadernos de Administración (Universidad del Valle), 33(57), 96–110.
- Farh, C. I., Seo, M. G., & Tesluk, P. E. (2012). Emotional intelligence, teamwork effectiveness, and job performance: The moderating role of job context. Journal of Applied Psychology, 97(4), 890. https://doi.org/https://doi.org/10.1037/a0027377
- Field, A. (2009). Discovering statistics using SPSS. Sage Publications.
- Field, A., Miles, J., & Field, Z. (2012). Discovering statistics using R. Sage.
- Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/https://doi.org/10.1177/002224378101800104
- Garwe, E. C. (2014). Quality assurance in higher education in Zimbabwe – Council for higher education. Research in Higher Education, 1(1), 1–10.
- Green, P. (2014). Measuring service quality in higher education: A South African case study. Journal of International Education Research, 10(2), 131–142.
- Gronroos, C. (2007). Service management and marketing: Customer management in service competition (3rd ed.). Wiley.
- Gu, Z., & Chi, R. (2009). Drivers of job satisfaction as related to work performance in Macao casino hotels: An investigation based on employee survey. International Journal Contemporary Hospitality Management, 21(5), 561–578. https://doi.org/https://doi.org/10.1108/09596110910967809
- Guilbault, M. (2016). Students as customers in higher education: Reframing the debate. Journal of Marketing for Higher Education, 26(2), 132–142. https://doi.org/https://doi.org/10.1080/08841241.2016.1245234
- Guillon, O., & Cezanne, C. (2014). Employee loyalty and organizational performance: A critical survey. Journal of Organizational Change Management, 27(5), 839–850. https://doi.org/https://doi.org/10.1108/JOCM-02-2014-0025
- Hayward, M. F. (2016). Quality assurance and accreditation of higher education in Africa. Conference on Higher Education Reform in Francophone Africa: Ouagadougou, Burkina Faso. 1-61.
- Headar, M. M., Elaref, N., & Yacout, O. M. (2013). Antecedents and consequences of student satisfaction with e-learning: The case of private universities in Egypt. Journal of Marketing for Higher Education, 23(2), 226–257. https://doi.org/https://doi.org/10.1080/08841241.2013.867919
- Herrera, D. J. (2016). Education quality and continuous improvement framework. Research, Resources, and Support for Continuous Improvement Planning, 1–33.
- Hodges, D., & Burchell, N. (2003). Business graduate competencies: Employers’ views on importance and performance. Asia-Pacific Journal of Cooperative Education, 4(2), 16–22.
- Hodgman, M. R. (2018). Employers’ perspectives on the performance of higher education institutions in preparing graduates for the workplace: A review of the literature. Business and Economic Research, 8(3), 92–103. https://doi.org/https://doi.org/10.5296/ber.v8i3.13370
- Hooper, D., Coughlan, J., & Mullen, M. (2008). Structural equation modelling: Guidelines for determining model fit. Electronic Journal of Business Research Methods, 6(1), 53–60.
- Jankingthong, K., & Rurkkhum, S. (2012). Factors affecting job performance. Silpakorn University Journal of Social Sciences, Humanities, and Arts, 12(2), 115–127.
- Joseph, M., & Joseph, B. (1997). Employers’ perceptions of service quality in higher education. Journal of Marketing for Higher Education, 8(2), 1–13. https://doi.org/https://doi.org/10.1300/J050v08n02_01
- Kahya, E. (2007). The effects of job characteristics and working conditions on job performance. International Journal of Industrial Ergonomics, 37(6), 515–523. https://doi.org/https://doi.org/10.1016/j.ergon.2007.02.006
- Kermani, Z. Z. (2013). A study of the linking between job satisfaction and customer satisfaction: A case study of Iran insurance; Kerman; Iran. Journal of Marketing Development and Competitiveness, 7(4), 104–109.
- Khanchitpol, Y. (2014). SERVQUAL: Measuring higher education service quality in Thailand. Academic World Education and Research Centre, 116(14), 1088–1095. https://doi.org/https://doi.org/10.1016/j.sbspro.2014.01.350
- Kim, D. J., Jeong, J. E., & Hwang, Y. (2015). A study of online portal users’ loyalty from core service, additional value-added service and switching barriers perspectives. Information Systems Management, 32(2), 136–152. https://doi.org/https://doi.org/10.1080/10580530.2015.1018774
- Kim, M., Vogt, C. A., & Knutson, B. J. (2015). Relationships among customer satisfaction, delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research, 39(2), 170–197. https://doi.org/https://doi.org/10.1177/1096348012471376
- Koni, A., Zainal, K., & Ibrahim, M. (2013). An assessment of the services quality of Palestine higher education. International Education Studies, 6(2), 3–48.
- Krsmanovic, M., Horvat, A., & Ruso, J. (2014). Application of SERVQUAL model in high education. Commitment, 3, 3–757.
- Kuo, Y.-F., Wu, C.-M., & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(1), 887–896. https://doi.org/https://doi.org/10.1016/j.chb.2009.03.003
- Leisink, P., & Steijn, B. (2009). Public service motivation and job performance of public sector employees in the Netherlands. International Review of Administrative Sciences, 75(1), 34–52. https://doi.org/https://doi.org/10.1177/0020852308099505
- LeMahieu, P. G., Nordstrum, L. E., & Greco, P. (2017). Learn for education. Quality Assurance in Education, 25(1), 74–90. https://doi.org/https://doi.org/10.1108/QAE-12-2016-0081
- Leonnard. (2018). The performance of SERVQUAL to measure service quality in private university. Journal on Efficiency and Responsibility in Education and Science, 11(1), 16–21. https://doi.org/https://doi.org/10.7160/eriesj.2018.110103
- Lovelock, C., & Wirtz, J. (2011). Services marketing: People, technology, strategy (7th ed.). Pearson Education Limited.
- Lowden, K., Hall, S., Elliot, D., & Lewin, J. (2011). Employers’ perceptions of the employability skills of new graduates. University of Glasgow SCRE Centre and Edge Foundation, 1–28.
- Luca, C., Rita, C., Dina, G., & Giovanni, M. M. (2016). Real and perceived employability: A comparison among Italian graduates. Journal of Higher Education Policy & Management, 38(4), 490–502. https://doi.org/https://doi.org/10.1080/1360080X.2016.1182668
- Mafumbate, R., Gondo, T., & Mutekwe, E. (2014). Graduate employment challenges in Zimbabwe. A case of Zimbabwe open university graduates. Journal of Education and Practice, 5(20), 57.
- Majoni, C. (2014). Challenges facing university education in Zimbabwe. Greener Journal of Education and Training Studies, 2(1), 20–24. https://doi.org/https://doi.org/10.15580/GJETS.2014.1.021714111
- Makanyeza, C. (2015). Consumer awareness, ethnocentrism and loyalty: An integrative model. Journal of International Consumer Marketing, 27(2), 167–183. https://doi.org/https://doi.org/10.1080/08961530.2014.980927
- Makanyeza, C., & Chikazhe, L. (2017). Mediators of the relationship between service quality and customer loyalty, evidence from the banking sector in Zimbabwe. International Journal of Bank Marketing, 35(3), 540–556. https://doi.org/https://doi.org/10.1108/IJBM-11-2016-0164
- Maringe, F., & Mourad, M. (2012). Marketing for higher education in developing countries: Emphases and omissions. Journal of Marketing for Higher Education, 22(1), 1–9. https://doi.org/https://doi.org/10.1080/08841241.2012.719297
- McQuitty, S., & Wolf, M. (2013). Structural equation modelling: A practical introduction. Journal of African Business, 14(1), 58–69. https://doi.org/https://doi.org/10.1080/15228916.2013.765325
- Medha, S. (2015). Influencers of customer satisfaction – Customer loyalty relationship: A Conceptual Research Model, 7(1), 54–65.
- Molefe, G. N. (2012). Performance measurement model and academic staff: A survey at selected universities in South Africa and abroad. African Journal of Business Management, 6(15), 5249–5267. https://doi.org/https://doi.org/10.5897/AJBM10.1394
- Muchemwa, S. (2017). University quality assurance in Zimbabwe: A case of Solusi university. International Journal of Social Sciences and Educational Studies, 4(1), 93–103.
- Mukhanji, J. M., Ndiku, J. M., & Obaki, S. (2016). Effect of increased student enrolment on teaching and learning resources in Maseno University, Kenya. The International Journal of Social Sciences and Humanities Invention, 3(3), 38–47.
- MunarI, L., Ielasi, F., & Bajetta, L. (2013). Customer satisfaction management in Italian Banks. Qualitative Research in Financial Markets, 5(2), 139–160. https://doi.org/https://doi.org/10.1108/QRFM-11-2011-0028
- Musaba, E., Musaba, N. C., & Hoabab, S. (2014). Employee perceptions of service quality in the Namibian hotel industry: A SERVQUAL approach. International Journal of Asian Social Science, 4(4), 533–543.
- Nasiri, S., Najafbagy, R., & Nasiripour, A. A. (2015). The impact of employee loyalty on the success of commercial organizations: A case study on the dealerships of heavy equipment in Iran. Journal of Human Resource Management, 3(3), 27–32. https://doi.org/https://doi.org/10.11648/j.jhrm.20150303.12
- Nasser, R., & Abouchedid, K. (2005). Graduates’ perception of university training in light of occupational attainment and university type. Education & Training, 47(2), 124–133. https://doi.org/https://doi.org/10.1108/00400910510586542
- Nazeer, S., Zahid, M., & Azeem, M. F. (2016). Internal service quality and job performance: Does job satisfaction mediate? Journal of Human Resources Management and Labour Studies, 2(1), 41–65.
- Ng, M. M., & Priyono, I. (2018). The effect of service quality on student satisfaction and student loyalty: An empirical study. Journal of Social Studies Education Research, 9(3), 109–131.
- Ngo, V. M., & Nguyen, H. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector. Journal of Competitiveness, 8(2), 103–116. https://doi.org/https://doi.org/10.7441/joc.2016.02.08
- Ojo, T. K. (2014). User’s perceptions of service quality in Murtala Muhammed. Journal of Marketing and Consumer Research, 3, 48–53.
- Onditi, O., & Wechuli, W. T. (2017). Service quality and student satisfaction in higher education institutions. A review of literature. International Journal of Scientific and Research Publications, 7(7), 323–335.
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41–50. https://doi.org/https://doi.org/10.1177/002224298504900403
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
- Parvin, M. M., & Kabir, M. N. (2011). Factors affecting employee job satisfaction of pharmaceutical sector. Australian Journal of Business and Management Research, 1(9), 113.
- Paswan, A. K., & Ganesh, G. (2009). Higher education institutions: Satisfaction and loyalty among international students. Journal of Marketing for Higher Education, 19(1), 65–84. https://doi.org/https://doi.org/10.1080/08841240902904869
- Peng, L. S., & Moghavvemi, S. (2015). The dimension of service quality and its impact on customer satisfaction, trust, and loyalty: A case of Malaysian Banks. Asian Journal of Business and Accounting, 8(2), 91–121.
- Perin, M. G., Sampaio, C. H., Simões, C., & de Pólvora, R. P. (2012). Modeling antecedents of student loyalty in higher education. Journal of Marketing for Higher Education, 22(1), 101–116. https://doi.org/https://doi.org/10.1080/08841241.2012.705797
- Plantilla, A. M. (2017). Graduates performance in the workplace: Employers’ perspective. Asia Pacific Journal of Multidisciplinary Research, 5(2), 186–198.
- Prasad, R. K., & Jha, M. K. (2013). Quality measures in higher education: A review and conceptual model. Journal of Research in Business and Management, 1(3), 23–40.
- Rai, A. K., & Srivastava, M. (2013). The antecedents of customer loyalty: An empirical investigation in life insurance context. Journal of Competitiveness, 5(2), 139–163. https://doi.org/https://doi.org/10.7441/joc.2013.02.10
- Reisinger, Y., & Mavondo, F. (2007). Structural equation modelling. Journal of Travel and Tourism Marketing, 21(4), 41–71. https://doi.org/https://doi.org/10.1300/J073v21n04_05
- Rezaei, S., Matin, B. K., Hajizadeh, M., Soroush, A., Mohammadi, Z., Babakhany, M., & Jamshidi, K. (2017). International evaluating service quality in the higher education sector in Iran: An examination of students’ perspective. Journal of Human Rights in Healthcare, 10(2), 335–346. https://doi.org/https://doi.org/10.1108/IJHRH-12-2016-0024
- Rishipal, M. (2013). Performance management and employee loyalty. Global Journal of Management and Business Research, 13(3), 22–25.
- Saif, N. I. (2014). The effect of service quality on student satisfaction: A field study for health services administration students. International Journal of Humanities and Social Science, 4(8), 172–181.
- Salgado, E. G., & Vela, M. R. (2019). Brand Fan Pages experience and strength as antecedents to engagement and intensity of use to achieve HEIS’ brand loyalty. Journal of Marketing for Higher Education, 29(1), 102–120. https://doi.org/https://doi.org/10.1080/08841241.2019.1605437
- Segars, A. (1997). ‘Assessing the unidimensionality of measurement: A paradigm and illustration within the context of information systems research. Omega International Journal of Management Science, 25(1), 107–121. https://doi.org/https://doi.org/10.1016/S0305-0483(96)00051-5
- Sultan, P., & Wong, H. Y. (2012). Service quality in a higher education context: An integrated model. Asia Pacific Journal of Marketing and Logistics, 24(5), 755–784. https://doi.org/https://doi.org/10.1108/13555851211278196
- Tarus, D. K., & Rabach, N. (2013). Determinants of customer loyalty in Kenya: Does corporate image play a moderating role? The TQM Journal, 25(5), 473–491. https://doi.org/https://doi.org/10.1108/TQM-11-2012-0102
- Tazreen, S. (2012). An empirical study of SERVQUAL as a tool for service quality measurement. Journal of Business Management, 1(5), 9–19.
- Wang, X., Liao, J., Xia, D., & Chang, T. (2010). The impact of organizational justice on work performance. International Journal of Manpower, 31(6), 660–677. https://doi.org/https://doi.org/10.1108/01437721011073364
- Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/https://doi.org/10.1177/002224298805200302
- Zeithaml, V. A., & Bitner, M. J. (2013). Services marketing (6th ed.). Mc Graw Hill.
- Zimstats. (2018). Quarterly digest of statistics, Third Quarter 2018.