Determining Mediating Effect of Customer Satisfaction in the Relationship between Service Quality and Customer Training Intention
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This study investigates the mediating influence of customer satisfaction in the relationship between service quality and customer training intention. The setting of the study was a training organization in Nigeria. It is a non-trading organisation, which was a departure from prior studies on service quality which focused mostly on trading organisations. A survey method was employed with 300 sample of past trainees to collect data which were analysed using Structural Equation Modelling (SEM) technique. The results indicate that customer satisfaction mediates partially the relationship between service quality and customer training intention. Secondly, service quality is a predictor for customer satisfaction and customer training intention. Conclusively, the study bridges a research gap by using a previously overlooked non-trading setting in study of service quality, and its implications for training managers and practitioners.
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