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A graduates ’ satisfaction index for the evaluation of the university overall quality

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  • Bertaccini, Bruno
  • Bacci, Silvia
  • Petrucci, Alessandra

Abstract

In the higher educational setting, students provide a relevant contribution to the quality of educational services. In such a context, the measurement of the perceived quality and related satisfaction for the university experience are of primary interest to evaluate the efficiency and efficacy of the learning processes. In this contribution, we aim at assessing the overall quality of the graduates’ university experience in terms of internal and external efficacy by applying the ECSI (European Customer Satisfaction Index) methodology, based on structural equation models and primarily developed in the context of customer satisfaction. For this aim, we propose a modified ECSI model tailored for the higher educational setting, explicitly taking into account the differences among groups of degree program. The study is carried out on data collected by the AlmaLaurea surveys at the University of Florence (Italy) in the period 2014–2017 and concerns a sample of more than 2,000 graduates. We find out eight latent variables that contribute to define the overall quality of university experience. These variables are differently affected by the type of degree program, with the highest levels of external efficacy observed for degree programs belonging to the educational, health, and engineering groups. It also turns out that interventions on the internal efficacy (i.e., quality of hardware and quality of humanware) have a direct positive effect on the university (i.e., loyalty) and an indirect positive effect on the society (i.e., external efficacy).

Suggested Citation

  • Bertaccini, Bruno & Bacci, Silvia & Petrucci, Alessandra, 2021. "A graduates ’ satisfaction index for the evaluation of the university overall quality," Socio-Economic Planning Sciences, Elsevier, vol. 73(C).
    • Handle: RePEc:eee:soceps:v:73:y:2021:i:c:s0038012119304458
    DOI: 10.1016/j.seps.2020.100875
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    References listed on IDEAS

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    1. Rigdon, Edward E., 2016. "Choosing PLS path modeling as analytical method in European management research: A realist perspective," European Management Journal, Elsevier, vol. 34(6), pages 598-605.
    2. Sarstedt, Marko & Hair, Joseph F. & Ringle, Christian M. & Thiele, Kai O. & Gudergan, Siegfried P., 2016. "Estimation issues with PLS and CBSEM: Where the bias lies!," Journal of Business Research, Elsevier, vol. 69(10), pages 3998-4010.
    3. Revilla-Camacho, María-Ángeles & Cossío-Silva, Francisco-José & Palacios-Florencio, Beatriz, 2017. "Corporate Responsibility Under The Ecsi Model: An Application In The Hotel Sector Capital," European Research on Management and Business Economics (ERMBE), Academia Europea de Dirección y Economía de la Empresa (AEDEM), vol. 23(1), pages 23-32.
    4. Helena Alves & Mário Raposo, 2007. "Student Satisfaction Index in Portuguese Public Higher Education," The Service Industries Journal, Taylor & Francis Journals, vol. 27(6), pages 795-808, September.
    5. Bruno Chiandotto & Matilde Bini & Bruno Bertaccini, 2007. "Quality Assessment of the University Educational Process: an Application of the ECSI Model," Springer Books, in: Luigi Fabbris (ed.), Effectiveness of University Education in Italy, pages 43-54, Springer.
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    Cited by:

    1. Annalina Sarra & Adelia Evangelista & Barbara Iannone & Tonio Battista, 2023. "Looking for patterns of change amid pandemic period in students’ evaluation of academic teaching," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(5), pages 4759-4777, October.
    2. Angela Maria D’Uggento & Luca Petruzzellis & Luigi Piper & Antonia Rosa Gurrieri, 2023. "In the name of the University: the choice to promote as a tool to influence decision-making," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(4), pages 3151-3164, August.

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