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dc.contributor.authorMarimon, Frederic
dc.contributor.authorMas-Machuca, Marta
dc.contributor.authorBerbegal-Mirabent, Jasmina
dc.date.accessioned2020-06-17T14:32:08Z
dc.date.available2020-06-17T14:32:08Z
dc.date.issued2020
dc.identifier.citationMarimon 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: 10.1080/14783363.2018.1433027ca
dc.identifier.issn1478-3363ca
dc.identifier.urihttp://hdl.handle.net/20.500.12328/1586
dc.description.abstractThis 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.ca
dc.format.extent36ca
dc.language.isoengca
dc.publisherTaylor & Francis Groupca
dc.relation.ispartofTotal Quality Management & Business Excellenceca
dc.relation.ispartofseries31;5-6
dc.rights© Taylor & Francis Groupca
dc.subject.otherUniversidadesca
dc.subject.otherUniversitatsca
dc.subject.otherUniversities and collegesca
dc.subject.otherEstudiants universitarisca
dc.subject.otherCollege studentsca
dc.subject.otherEstudiantes universitariosca
dc.subject.otherControl de calidadca
dc.subject.otherControl de qualitatca
dc.subject.otherQuality controlca
dc.titleFulfilment of expectations on students’ perceived quality in the Catalan higher education systemca
dc.typeinfo:eu-repo/semantics/articleca
dc.description.versioninfo:eu-repo/semantics/acceptedVersionca
dc.embargo.termscapca
dc.subject.udc37ca
dc.identifier.doihttps://dx.doi.org/10.1080/14783363.2018.1433027ca


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