Satisfacción Estudiantil: Análisis a través de Modelos de Ecuaciones Estructurales (original) (raw)

The purpose of this paper is to examine the principal characteristics of the students satisfacition construct, in higher education at Facultad de Ciencias Económicas y de Administración (FCEA), UdelaR (Uruguay), by Structural Equation Modelling. 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 studentséxpectations, their image of the FCEA, 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 the FCEA 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 ECSI model variables (European Customer Satisfaction Index) which will be used as inputs for the student’s satisfaction characterization. The results, presented for a model with 22 observable variables and 7 unobservable constructs were obtained by Partial Least Squares estimation.