The effect of perceived congruence of communication on service quality of customer-contact subordinates: Mediating the role of self-perceived performance

Abstract

In this study, we attempt to explain the results found in the relationships between perceived congruence of communication, self-perceived performance and service quality. Specifically, we propose that the relationship between perceived congruence of communication and service quality is mediated by a self-perceived performance. The data was collected from 186 customer-contact subordinates in hotels, banks and restaurants in Kyrgyzstan. To test the direct and mediated effect, structural equation modeling techniques were applied. We found that self-perceived performance mediates the relationship between the perceived congruence of communication and service quality.