EVALUACIÓN DE UN INSTRUMENTO DE MEDICIÓN DEL NIVEL DE SATISFACCIÓN ESTUDIANTIL A TRAVÉS DE LA APLICACIÓN DE MODELOS DE ECUACIONES ESTRUCTURALES (original) (raw)

2017, Cuadernos del Cimbage

Abstract The purpose of this paper is to examine the psychometric properties of an instrument proposed to measure students satisfaction in higher education at the University of Beira Interior (Portugal), and to compare the results to those arising from applying the same instrument at the School of Economics and Management; University of República del Uruguay. The indicator proposed to measure students satisfaction considers cause-effect relationship between a set of variables considered as ''background'' and another set of variables considered as a ''consequences” of satisfaction. In the first set we find students' expectations, their image of that School, the quality of teaching and services, and their perceived value, while within satisfaction ''consequences'' we find students' loyalty to the institution and the impact on the word- of-mouth. The data used in this application come from a survey conducted on a random sample of students of that School in 2009. The questionnaire applied, has 9 sets of questions; the first contains the variables that allow us to make a profile of the students according to their sociodemographic environment. On the other hand, the variables in sets A to H are the model variables ECSI (European Customer Satisfaction Index) and will be used as inputs for calculating the student’ satisfaction index. The results, presented for a model with 22 observable variables and 7 unobservable constructs are compared between two estimation methods: maximum likelihood and partial least squares. Keywords: factor analysis, customer satisfaction index, SEM.