IDEAS home Printed from https://ideas.repec.org/a/eee/soceps/v73y2021ics0038012119304458.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0038012119304458
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.seps.2020.100875?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. 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.
    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. 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.
    4. 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.
    5. 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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. 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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dolores Gallardo-Vázquez & Luis Enrique Valdez-Juárez & José Luis Lizcano-Álvarez, 2019. "Corporate Social Responsibility and Intellectual Capital: Sources of Competitiveness and Legitimacy in Organizations’ Management Practices," Sustainability, MDPI, vol. 11(20), pages 1-29, October.
    2. Myra Sader & Barthélemy Chollet & Sébastien Brion & Olivier Trendel, 2021. "Supported, detached, or marginalized? The ambivalent role of social capital on stress at work," Post-Print hal-03167159, HAL.
    3. Carmen M. Felipe & José L. Roldán & Antonio L. Leal-Rodríguez, 2017. "Impact of Organizational Culture Values on Organizational Agility," Sustainability, MDPI, vol. 9(12), pages 1-23, December.
    4. Christian Nitzl & Wynne W. Chin, 2017. "The case of partial least squares (PLS) path modeling in managerial accounting research," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 28(2), pages 137-156, May.
    5. M. Rosario González‐Rodríguez & Iis Tussyadiah, 2022. "Sustainable development in nature‐based destinations. The social dilemma of an environmental policy," Sustainable Development, John Wiley & Sons, Ltd., vol. 30(4), pages 580-594, August.
    6. Jessica Braojos & Jose Benitez & Javier Llorens & Laura Ruiz, 2020. "Impact of IT integration on the firm’s knowledge absorption and desorption," Post-Print hal-03160729, HAL.
    7. Hengky Latan & Christian M. Ringle & Charbel Jose Chiappetta Jabbour, 2018. "Whistleblowing Intentions Among Public Accountants in Indonesia: Testing for the Moderation Effects," Journal of Business Ethics, Springer, vol. 152(2), pages 573-588, October.
    8. Joseph F. Hair & G. Tomas M. Hult & Christian M. Ringle & Marko Sarstedt & Kai Oliver Thiele, 2017. "Mirror, mirror on the wall: a comparative evaluation of composite-based structural equation modeling methods," Journal of the Academy of Marketing Science, Springer, vol. 45(5), pages 616-632, September.
    9. Zulfiqar Ali & Hongyi Sun & Murad Ali, 2017. "The Impact of Managerial and Adaptive Capabilities to Stimulate Organizational Innovation in SMEs: A Complementary PLS–SEM Approach," Sustainability, MDPI, vol. 9(12), pages 1-23, November.
    10. Alfonso Aranda-Usón & Pilar Portillo-Tarragona & Luz María Marín-Vinuesa & Sabina Scarpellini, 2019. "Financial Resources for the Circular Economy: A Perspective from Businesses," Sustainability, MDPI, vol. 11(3), pages 1-23, February.
    11. Andrade-Valbuena, Nelson & Torres, Juan Pablo, 2018. "Technological reflectiveness from a managerial capability perspective," Technological Forecasting and Social Change, Elsevier, vol. 134(C), pages 84-97.
    12. Pearce, Antony & Pons, Dirk, 2019. "Advancing lean management: The missing quantitative approach," Operations Research Perspectives, Elsevier, vol. 6(C).
    13. Espasandín-Bustelo, Francisco & Rufino-Rus, José Ignacio & Rodríguez-Serrano, M. Ángeles, 2023. "Innovation and performance in social economy enterprises: The mediating effect of legitimacy for customers," Journal of Business Research, Elsevier, vol. 158(C).
    14. Elveren Adem Yavuz & Taşıran Ali Cevat, 2021. "Soft Modeling of Military Expenditure, Income Inequality, and Profit Rate, 1988–2008," Peace Economics, Peace Science, and Public Policy, De Gruyter, vol. 27(3), pages 405-430, September.
    15. Rafael Morales-Sánchez & Manuel Orta-Pérez & M. Ángeles Rodríguez-Serrano, 2020. "The Benefits of Auditors’ Sustained Ethical Behavior: Increased Trust and Reduced Costs," Journal of Business Ethics, Springer, vol. 166(2), pages 441-459, October.
    16. Sarstedt, Marko & Radomir, Lăcrămioara & Moisescu, Ovidiu Ioan & Ringle, Christian M., 2022. "Latent class analysis in PLS-SEM: A review and recommendations for future applications," Journal of Business Research, Elsevier, vol. 138(C), pages 398-407.
    17. Pasquale Dolce & Vincenzo Esposito Vinzi & Natale Carlo Lauro, 2018. "Non-symmetrical composite-based path modeling," Advances in Data Analysis and Classification, Springer;German Classification Society - Gesellschaft für Klassifikation (GfKl);Japanese Classification Society (JCS);Classification and Data Analysis Group of the Italian Statistical Society (CLADAG);International Federation of Classification Societies (IFCS), vol. 12(3), pages 759-784, September.
    18. Luis Miguel Bolívar & José Luis Roldán & Ignacio Castro-Abancéns & Cristóbal Casanueva, 2022. "Speed of International Expansion: The Mediating Role of Network Resources Mobilisation," Management International Review, Springer, vol. 62(4), pages 541-568, August.
    19. Fordellone, Mario & Vichi, Maurizio, 2020. "Finding groups in structural equation modeling through the partial least squares algorithm," Computational Statistics & Data Analysis, Elsevier, vol. 147(C).
    20. Immacolata Di Napoli & Pasquale Dolce & Caterina Arcidiacono, 2019. "Community Trust: A Social Indicator Related to Community Engagement," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 145(2), pages 551-579, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:soceps:v:73:y:2021:i:c:s0038012119304458. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/seps .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.