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

Olaleye Banji Rildwan (), Lekunze Joseph Nembo () and Olorunsola Folasade Funmi ()
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Olaleye Banji Rildwan: North West University Business School, Potchefstroom, South Africa
Lekunze Joseph Nembo: North West University Business School Potchefstroom, South Africa
Olorunsola Folasade Funmi: Department of Accountancy, Rufus Giwa Polytechnic, Owo, Ondo State, Nigeria

Studia Universitatis „Vasile Goldis” Arad – Economics Series, 2024, vol. 34, issue 3, 60-78

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.

Keywords: Banking Sector; Customer Satisfaction; Perceived Organizational Support; PLSSEM; Relational Psychological Contract; Service Quality (search for similar items in EconPapers)
JEL-codes: M12 M21 (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:suvges:v:34:y:2024:i:3:p:60-78:n:1003

DOI: 10.2478/sues-2024-0013

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