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dc.contributor.authorMarimon Viadiu, Frederic
dc.contributor.authorMas Machuca, Marta
dc.contributor.authorBerbegal Mirabent, Jasmina
dc.contributor.otherUniversitat Politècnica de Catalunya. Departament d'Organització d'Empreses
dc.identifier.citationMarimon-Viadiu, F.; Mas-Machuca, M.; Berbegal-Mirabent, J. Fulfilment of expectations on students' perceived quality in the Catalan higher education system. "Total quality management and business excellence", 2020, vol. 31, núm. 5-6, p. 483-502.
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.
dc.format.extent20 p.
dc.rightsAttribution-NonCommercial-NoDerivs 3.0 Spain
dc.subjectÀrees temàtiques de la UPC::Ensenyament i aprenentatge::Ensenyament universitari
dc.subject.lcshEducation, Higher
dc.subject.lcshCollege students
dc.subject.otherHigher education
dc.subject.otherStudent satisfaction
dc.subject.otherFulfilment of expectations
dc.subject.otherUniversity governance
dc.titleFulfilment of expectations on students’ perceived quality in the Catalan higher education system
dc.subject.lemacEnsenyament universitari
dc.subject.lemacEstudiants universitaris
dc.contributor.groupUniversitat Politècnica de Catalunya. GRDU - Grup de recerca en Direcció Universitària
dc.description.peerreviewedPeer Reviewed
dc.rights.accessOpen Access
dc.description.versionPostprint (author's final draft)
local.citation.authorMarimon-Viadiu, F.; Mas-Machuca, M.; Berbegal-Mirabent, J.
local.citation.publicationNameTotal quality management and business excellence

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Except where otherwise noted, content on this work is licensed under a Creative Commons license : Attribution-NonCommercial-NoDerivs 3.0 Spain