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University social responsibility as antecedent of students’ satisfaction

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  • José Luis Vázquez

    (University of León)

  • Carlota L. Aza

    (University of León)

  • Ana Lanero

    (University of León)

Abstract

The purpose of this research is to examine which factors influence higher education students’ satisfaction during education services consumption using a University Social Responsibility (USR) model as reference. Firstly, it is analysed the university impacts regarding USR from students’ point of view and their influence in the overall index of USR. Secondly, it is investigated the relationship between overall perception of USR and student satisfaction. In doing that, the reported study examined these relations and tested a proposed model based on the answers of 400 students from University of León, in Spain, that provided the input for data analysis with structural equations with modelling with PLS. Results support, on one hand, students differentiate between USR facets, but only one affects the overall perception of USR, internal management. On the other hand, overall perception of USR is a determining factor of students’ satisfaction. Our findings demonstrate the need to develop an appropriate marketing strategy to understand students’ expectations, attract and retain students, prevent students’ drop out and improve students’ satisfaction through an USR model aligned with the university structure, processes, procedures, mission and vision.

Suggested Citation

  • José Luis Vázquez & Carlota L. Aza & Ana Lanero, 2016. "University social responsibility as antecedent of students’ satisfaction," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 13(2), pages 137-149, July.
    • Handle: RePEc:spr:irpnmk:v:13:y:2016:i:2:d:10.1007_s12208-016-0157-8
    DOI: 10.1007/s12208-016-0157-8
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    References listed on IDEAS

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    1. Helena Alves & Mário Raposo, 2009. "The measurement of the construct satisfaction in higher education," The Service Industries Journal, Taylor & Francis Journals, vol. 29(2), pages 203-218, February.
    2. Madeline Melchor Cardona & Juan José Bravo, 2012. "Service quality perceptions in higher education institutions: the case of a colombian university," Estudios Gerenciales, Universidad Icesi, December.
    3. repec:idb:brikps:11320 is not listed on IDEAS
    4. François Vallaeys & Cristina de la Cruz & Pedro M. Sasia, 2009. "Responsabilidad social universitaria: Manual de primeros pasos," IDB Publications (Books), Inter-American Development Bank, number 11320, February.
    5. John Hulland, 1999. "Use of partial least squares (PLS) in strategic management research: a review of four recent studies," Strategic Management Journal, Wiley Blackwell, vol. 20(2), pages 195-204, February.
    6. Marin Burcea & Paul Marinescu, 2011. "Students’ Perceptions on Corporate Social Responsibility at the Academic Level. Case Study: The Faculty of Administration and Business, University of Bucharest," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 13(29), pages 207-220, February.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Víctor Meseguer-Sánchez & Emilio Abad-Segura & Luis Jesús Belmonte-Ureña & Valentín Molina-Moreno, 2020. "Examining the Research Evolution on the Socio-Economic and Environmental Dimensions on University Social Responsibility," IJERPH, MDPI, vol. 17(13), pages 1-30, July.
    2. PoTsang B. Huang & Ching-Chow Yang & Maria Magdalena Wahyuni Inderawati & Ronald Sukwadi, 2022. "Using Modified Delphi Study to Develop Instrument for ESG Implementation: A Case Study at an Indonesian Higher Education Institution," Sustainability, MDPI, vol. 14(19), pages 1-21, October.
    3. Sasaki, Takako & Horng, Ching-Yi, 2023. "Exploratory study about achievements and issues of university social responsibility — “USR” as a dynamic process," International Journal of Educational Development, Elsevier, vol. 102(C).

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