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Quality of teaching, corporate image and satisfaction of students enrolled in the night session of a Brazilian private university: a study with structural equation modeling

Author

Listed:
  • Paulo Roberto da Costa Vieira

    (Universidade Estácio de Sá, Rio de Janeiro)

  • Irene Troccoli Raguenet

    (Universidade Estácio de Sá, Rio de Janeiro)

  • Ettore de Carvalho Oriol

    (Universidade Estácio de Sá, Rio de Janeiro)

  • Hugo Rafael Dias

    (Universidade Estácio de Sá, Rio de Janeiro)

Abstract

Since 2014, the Brazilian economy has undergone a process of recession followed by stagnation, with end still unknown. This poor economic performance has provoked an increase in the unemployment rate, causing lower demand in several markets, including education. In this recessive environment, competition in the learning industry has intensified, especially in the university segment. The corporate image and loyalty of students has become a priority to expand market share. This study investigates the effect of the quality of service of a Brazilian private university on student satisfaction, corporate image and loyalty. A total of 112 questionnaires were distributed to students from a renowned private university in the city of Rio de Janeiro and 98 were fully answered. Students were selected by convenience sampling. The data were analyzed through structural equation modeling, based on partial least squares. In line with the work that underpins this study, the quality of the learning service was considered an antecedent of student satisfaction, affecting the corporate image and loyalty. The results showed that general student satisfaction affects the corporate image and loyalty, but not all dimensions of service quality have this effect. Although the main findings show convergence with those obtained in the work that underlies this study, some relevant divergences deserve attention. The Brazilian students in our sample did not attribute high relevance to academic aspects, including excellence of the faculty, since the professor is considered the main barrier to reach the most critical goal for the night students of the Brazilian private university studied, namely a university diploma.

Suggested Citation

  • Paulo Roberto da Costa Vieira & Irene Troccoli Raguenet & Ettore de Carvalho Oriol & Hugo Rafael Dias, 2019. "Quality of teaching, corporate image and satisfaction of students enrolled in the night session of a Brazilian private university: a study with structural equation modeling," Proceedings of International Academic Conferences 9411963, International Institute of Social and Economic Sciences.
    • Handle: RePEc:sek:iacpro:9411963
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    References listed on IDEAS

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    1. Beverly A. Browne & Dennis O. Kaldenberg & William G. Browne & Daniel J. Brown, 1998. "Student as Customer: Factors Affecting Satisfaction and Assessments of Institutional Quality," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 8(3), pages 1-14, July.
    2. 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.
    3. Yingsheng Du & Youchun Tang, 2014. "A Literature Review on the Relationship Between Service Quality and Customer Loyalty," Business and Management Research, Business and Management Research, Sciedu Press, vol. 3(3), pages 27-33, September.
    4. Muhammad Shahid Iqbal & Masood Ul Hassan & Shumaila Sharif & Ume Habibah, 2017. "Interrelationship among Corporate Image, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing the moderating impact of Complaint Handling," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(11), pages 667-688, November.
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    More about this item

    Keywords

    Service Quality; Corporate Image; Student Satisfaction; Loyalty; Structural Equation Modeling;
    All these keywords.

    JEL classification:

    • C39 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - Other
    • C51 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Model Construction and Estimation
    • I29 - Health, Education, and Welfare - - Education - - - Other

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