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.
