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Title

The Mediating Role of Network Service for Customer Satisfaction during COVID-19 Online Classes: Evidence from University Students

Author

Naveed Akhtar Qureshi and Raheela Haque

Citation

Vol. 23  No. 6  pp. 176-180

Abstract

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.

Keywords

.Perceived quality, Retailer service, Network service, Customer satisfaction during COVID-19.

URL

http://paper.ijcsns.org/07_book/202306/20230622.pdf