<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>With an emphasis on the mediating role of relational psychological contracts, this study sets out to investigate the structural connection between perceived organizational support (POS), service quality (SERVQ), and customer satisfaction (CS). Using descriptive and inferential statistics, we tested the heuristic model for the relationship using data from 394 clients at selected banks in Nigeria. It was found that both perceived organizational support and service quality significantly affected customer satisfaction, with the former serving as a predictor of the latter. In addition, a positive and statistically significant influence of the relational psychological contract was found in the connection between “POS” and CS, and perceived organizational support and SERVQ. In addition, it was determined that banks must maintain all required standards in gaining customers by continually providing a higher degree of service to keep clients satisfied. The structural nexus between the identified variables stood out as a novel idea with a heuristic model depicted for business practitioners and society’s opportunities.</p>
</abstract>

With an emphasis on the mediating role of relational psychological contracts, this study sets out to investigate the structural connection between perceived organizational support (POS), service quality (SERVQ), and customer satisfaction (CS). Using descriptive and inferential statistics, we tested the heuristic model for the relationship using data from 394 clients at selected banks in Nigeria. It was found that both perceived organizational support and service quality significantly affected customer satisfaction, with the former serving as a predictor of the latter. In addition, a positive and statistically significant influence of the relational psychological contract was found in the connection between “POS” and CS, and perceived organizational support and SERVQ. In addition, it was determined that banks must maintain all required standards in gaining customers by continually providing a higher degree of service to keep clients satisfied. The structural nexus between the identified variables stood out as a novel idea with a heuristic model depicted for business practitioners and society’s opportunities.

Exploring the Link Between Customer Satisfaction, Service Quality, and Perceived Organizational Support: The Mediating Role of Relational Psychological Contract

North West University Business School Potchefstroom

Studia Universitatis „Vasile Goldis” Arad – Economics Series

This work is licensed under the Creative Commons Attribution 4.0 International License.

With an emphasis on the mediating role of relational psychological contracts, this study sets out to investigate the structural connection between perceived...

Exploring the Link Between Customer Satisfaction, Service Quality, and Perceived Organizational Support: The Mediating Role of Relational Psychological Contract

Publié en ligne: 13 juil. 2024

Pages: 60 - 78

Reçu: 01 août 2023

Accepté: 01 nov. 2023

DOI: https://doi.org/10.2478/sues-2024-0013

Mots clés
Banking Sector, Customer Satisfaction, Perceived Organizational Support, PLSSEM, Relational Psychological Contract, Service Quality

© 2024 Banji Rildwan Olaleye et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Exploring the Link Between Customer Satisfaction, Service Quality, and Perceived Organizational Support: The Mediating Role of Relational Psychological Contract

Publié en ligne: 13 juil. 2024

Pages: 60 - 78

Reçu: 01 août 2023

Accepté: 01 nov. 2023

DOI: https://doi.org/10.2478/sues-2024-0013

Mots clésBanking Sector, Customer Satisfaction, Perceived Organizational Support, PLSSEM, Relational Psychological Contract, Service Quality

© 2024 Banji Rildwan Olaleye et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Mots clés
Banking Sector, Customer Satisfaction, Perceived Organizational Support, PLSSEM, Relational Psychological Contract, Service Quality