Original scientific paper
The ECSI model in higher education in tourism: A segmentation analysis in the Portuguese case
Sofia Eurico
; Center of Tourism Applied Research (CiTUR), Politechnical Institute of Leiria, Leiria, Portugal
Patrícia Pinto
; Research Center of Spatial and Organizational Dynamics (CIEO), University of Algarve, Faculty of Economics, Faro, Portugal
João Albino Silva
; Research Center of Spatial and Organizational Dynamics (CIEO), University of Algarve, Faculty of Economics, Faro, Portugal
Catarina Marques
; Business Research Unit (BRU-IUL), ISCTE Business School, Lisbon, Portugal
Abstract
This research explores the European Consumer Satisfaction Index model applied to higher education in tourism by including the construct of employability and by accounting for unobserved heterogeneity. In particular, it intends to identify segments of higher education institutions' (HEI) consumers based on the structural model estimates of the European Consumer Satisfaction Index (ECSI), enlarged with the employability construct. A model-based segmentation approach using FIMIX in PLS path modelling is used. The ECSI is properly adjusted to the educational framework and shows its effectiveness when assessing students' satisfaction regarding the attended HEI. Two distinctive graduate segments are identified using a sample of 166 HEI consumers. The results confirm the assumption of heterogeneity as the relationships differ across segments and the need for HEIs to target those segments differently in such a competitive context.
Keywords
higher education in tourism; ECSI; FIMIX; PLS; Portugal
Hrčak ID:
202748
URI
Publication date:
29.6.2018.
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