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Students’ experiences of university social responsibility and perceptions of satisfaction and quality of service

José Luis Vázquez
Carlota L. Aza
Ana Lanero

Puni tekst: engleski, PDF (372 KB) str. 25-39 preuzimanja: 2.794* citiraj
APA 6th Edition
Vázquez, J.L., L. Aza, C. i Lanero, A. (2015). Students’ experiences of university social responsibility and perceptions of satisfaction and quality of service. Ekonomski vjesnik, 28 (S), 25-39. Preuzeto s https://hrcak.srce.hr/137443
MLA 8th Edition
Vázquez, José Luis, et al. "Students’ experiences of university social responsibility and perceptions of satisfaction and quality of service." Ekonomski vjesnik, vol. 28, br. S, 2015, str. 25-39. https://hrcak.srce.hr/137443. Citirano 10.04.2021.
Chicago 17th Edition
Vázquez, José Luis, Carlota L. Aza i Ana Lanero. "Students’ experiences of university social responsibility and perceptions of satisfaction and quality of service." Ekonomski vjesnik 28, br. S (2015): 25-39. https://hrcak.srce.hr/137443
Harvard
Vázquez, J.L., L. Aza, C., i Lanero, A. (2015). 'Students’ experiences of university social responsibility and perceptions of satisfaction and quality of service', Ekonomski vjesnik, 28(S), str. 25-39. Preuzeto s: https://hrcak.srce.hr/137443 (Datum pristupa: 10.04.2021.)
Vancouver
Vázquez JL, L. Aza C, Lanero A. Students’ experiences of university social responsibility and perceptions of satisfaction and quality of service. Ekonomski vjesnik [Internet]. 2015 [pristupljeno 10.04.2021.];28(S):25-39. Dostupno na: https://hrcak.srce.hr/137443
IEEE
J.L. Vázquez, C. L. Aza i A. Lanero, "Students’ experiences of university social responsibility and perceptions of satisfaction and quality of service", Ekonomski vjesnik, vol.28, br. S, str. 25-39, 2015. [Online]. Dostupno na: https://hrcak.srce.hr/137443. [Citirano: 10.04.2021.]

Sažetak

The principal aim of this paper is to identify the factors that define students’ perceptions of university social responsibility (USR) in a Spanish university, and analyse the impact of that view on their perceptions of satisfaction and quality of service. Particularly, it is hypothesized that the overall perception of university social responsibility has a positive effect on students’ experiences of satisfaction, partially mediated by the assessment regarding the quality of university services. In doing that, a self-report study was conducted with a total sample of 400 undergraduate students of the University of León, in Spain. Structural equation modeling with PLS was used to test the students’ overall perception of USR in order to achieve higher standards of quality of service and satisfaction. Results supported a structure of six factors explaining students’ views regarding university social responsibility, of which only internal management affects the overall perception. Likewise, quality of service and satisfaction are strongly correlated among them. Implications of these findings for marketing in university settings are discussed.

Keywords: University social responsibility, public marketing, higher education, satisfaction, quality of service, Spain

Hrčak ID: 137443

URI
https://hrcak.srce.hr/137443

Posjeta: 3.121 *