The Mediating Role Of Network Service For Customer Satisfaction During COVID-19 Online Classes: Evidence From University Students

Aim of this study to examine the mediating role of network service between perceived quality, retailer service and customer satisfaction during COVID-19. Primary data gathered through adopted questionnaire from previous studies and 200 university students were asked to fill online questionnaire duri...

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Bibliographic Details
Published in:Webology 2022-01, Vol.19 (2), p.9492-9499
Main Authors: Qureshi, Naveed Akhtar, Amin, Azka, Haque, Raheela
Format: Article
Language:English
Subjects:
Brand loyalty
Cellular telephones
Coronaviruses
COVID-19
Cronbach's alpha
Customer satisfaction
Developing countries
Hypotheses
Hypothesis testing
LDCs
Likert scale
Literature reviews
Medical research
Quality of service
Questionnaires
University students
Validity
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Summary:Aim of this study to examine the mediating role of network service between perceived quality, retailer service and customer satisfaction during COVID-19. Primary data gathered through adopted questionnaire from previous studies and 200 university students were asked to fill online questionnaire during COVID-19 situation in country. Structural Equation Modelling technique applied in order to test the proposed hypothesis generated from existing literature review. Findings revealed full mediation effect of network service for both perceived quality and retailer service on customer satisfaction during COVID-19. New insights of this study are key role of network services is identified and university students' satisfaction is measured for online classes in developing country, Pakistan. In future serial mediation is suggested for validity of existing results in developed and developing countries.
ISSN:1735-188X