Fulfilment of expectations on students’ perceived quality in the Catalan higher education system
Author
Marimon, Frederic
Mas-Machuca, Marta
Berbegal-Mirabent, Jasmina
Publication date
2020ISSN
1478-3363
Abstract
This study provides an innovative approach to the analysis of the antecedents of satisfaction. A discussion about different types of expectations and their configurations is presented, providing a new classification of services according to two temporal dimensions that affect expectations: (i) how the length of the service lead time has an impact on the assessment of fulfilment of expectations and (ii) how the repetitive purchasing over time updates expectations. We focus the analysis on the study of those cases where expectations cannot be directly assessed. The empirical application considers the case of higher education services. Using a survey of 2,557 undergraduate students who finished their degrees in 2013 at universities located in the Catalonia (Spain), we test a model where fulfilment of expectations is proposed as an antecedent of students’ satisfaction, alongside with perceived quality. The methodological approach uses structural equation modeling (SEM) technique. Results reveal that fulfilment of expectations has a high explanatory power and that this antecedent of satisfaction is well explained by the dimensions of perceived quality, evidencing its mediation role between quality and satisfaction.
Document Type
Article
Document version
Accepted version
Language
English
Subject (CDU)
37 - Education
Keywords
Universidades
Universitats
Universities and colleges
Estudiants universitaris
College students
Estudiantes universitarios
Control de calidad
Control de qualitat
Quality control
Pages
36
Publisher
Taylor & Francis Group
Collection
31;5-6
Is part of
Total Quality Management & Business Excellence
Citation
Marimon Viadiu, Frederic; Mas-Machuca, Marta; Berbegal-Mirabent, Jasmina. Fulfilment of expectations on students’ perceived quality in the Catalan higher education system. Total Quality Management & Business Excellence , 2020, 31(5-6), [p. 1-36]. Disponible en: <https://www.tandfonline.com/doi/full/10.1080/14783363.2018.1433027?scroll=top&needAccess=true>. Fecha de acceso: 17 jun. 2020. DOI: 10.1080/14783363.2018.1433027
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Rights
© Taylor & Francis Group