Marketing
Permanent URI for this collectionhttp://10.50.8.1:4000/handle/123456789/17
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Item The role of self-service technology and graduates’ perceived job performance in assessing university service quality(Emerald Publishing Limited, 2022-09-25) Lovemore Chikazhe; Thomas Bhebhe; Brighton Nyagadza; Edmore Munyanyi; Tricia SingiziPurpose – This paper aims to investigate how graduates’ perceptions of self-service technology and perceived job performance can be used to assess university service quality. Also, this study examines the mediating role of perceived job performance on the effect of university service quality on graduates’ satisfaction and loyalty. Design/methodology/approach – A quantitative methodology was adopted where university graduates’ perceptions of self-service technology and job performance were used to assess the level of the university’s service quality. Through a cross-sectional survey, data were collected from 280 university graduates employed in Chinhoyi town, Zimbabwe, during the period between August and December 2021. Findings – This study’s findings indicate that self-service technology influences university service quality which in turn impacts on graduates’ perceived job performance, satisfaction and loyalty. Graduates’ perceived job performance was also found to partially mediate the effect of university service quality on satisfaction and loyalty among graduates. Research limitations/implications – This study’s results are instrumental to enable university’s management in developing economies to adopt and improve self-service technologies as this enhances university service quality and graduates’ perceived job performance, satisfaction and loyalty. Originality/value – This paper provides new insights, that is, the incorporation of graduates’ perceptions of self-service technology and job performance in assessing the university’s service quality. This research further clarifies the function of graduates’ perceived job performance in mediating the effect of university service quality on graduate satisfaction and loyalty. This study further adds to our understanding of tools, criteria and methods for assuring university service quality.Item Procurement practices, leadership style and employee-perceived service quality towards the perceived public health sector performance in Zimbabwe(Taylor and Francis Group, 2023-04-23) Lovemore Chikazhe1; Thomas Bhebhe1; Marian Tukuta1; Oniwel Chifamba1; Brighton NyagadzaThe public sector performance can be judged through the ability to deliver expected service to residents within the community. The purpose of this study was to examine the influence of leadership style and employee-perceived service quality on perceived public health sector performance. Also, the study sought to understand whether procurement practices mediate the effect of lea- dership style on perceived service quality. A cross-sectional survey of 380 public health sector employees was conducted in Mashonaland central Province in Zimbabwe between September and October 2022. Structural equation modelling (SEM) in AMOS Version 25 was employed to test research hypotheses. The study established that both leadership style and perceived service quality influence public health sector performance. The study further concluded that procurement practices partially mediate the influence of leadership style on perceived service quality. Also, the study established that employee-perceived service quality partially mediate the influence of procurement practices on perceived public health sector performance. Finally, the study found out that employee-perceived service quality partially med- iate the influence of leadership style on perceived public health sector performance.