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.

中文翻译：

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感知服务质量、满意度和忠诚度对感知工作绩效的影响：大学毕业生的感知

摘要

关注毕业生感知服务质量、毕业生满意度和忠诚度对毕业生感知工作绩效影响的研究很少。因此，本研究旨在缩小这一知识鸿沟。在津巴布韦哈拉雷对 430 名大学毕业生进行了横断面调查。结构方程模型用于检验研究假设。结果表明，毕业生的感知服务质量和忠诚度都对毕业生的感知工作绩效产生积极影响。研究发现，毕业生的满意度并没有显着影响毕业生的工作绩效感知。