..., and high service quality significantly enhance perceived value and trust, ultimately driving usage intention in the q-commerce sector. Practical implications The study provides actionable insights for Q-commerce managers to reinforce technological, service, marketing, and social factors that strengthen...

...Byrne Kaulu; Abby Nakalinda; Esa Zya; Henry Phiri; Lubinda Haabazoka; Goodwell Kaulu Purpose This study assesses the mediation role of customer satisfaction in the relationship between higher education service quality (measured as a second order construct) and customer loyalty. Design...

... service quality. An IPMA was conducted with partial least square-structural equation modelling (PLS-SEM) to assess the importance-performance perceptions of the three marital status groups. Findings The results indicated that for five of the seven customer-centric measures, there were significant...