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

Author

Listed:
  • 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)

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.

Suggested Citation

  • Olaleye Banji Rildwan & Lekunze Joseph Nembo & Olorunsola Folasade Funmi, 2024. "Exploring the Link Between Customer Satisfaction, Service Quality, and Perceived Organizational Support: The Mediating Role of Relational Psychological Contract," Studia Universitatis „Vasile Goldis” Arad – Economics Series, Sciendo, vol. 34(3), pages 60-78.
    • Handle: RePEc:vrs:suvges:v:34:y:2024:i:3:p:60-78:n:1003
    DOI: 10.2478/sues-2024-0013
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    References listed on IDEAS

    as
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    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Banking Sector; Customer Satisfaction; Perceived Organizational Support; PLSSEM; Relational Psychological Contract; Service Quality;
    All these keywords.

    JEL classification:

    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation
    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics

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