2026-06-29T02:10:22Zhttps://docta.ucm.es/rest/oai/requestoai:docta.ucm.es:20.500.14352/1251482025-10-22T00:01:19Zcom_20.500.14352_14col_20.500.14352_15
Docta Complutense
author
Vázquez, José Luis
author
López Aza, Carlota
author
Lanero, Ana
2025-10-21T07:41:55Z
2025-10-21T07:41:55Z
2016-04-26
Vázquez, J.L., Aza, C.L. & Lanero, A. University social responsibility as antecedent of students’ satisfaction. Int Rev Public Nonprofit Mark 13, 137–149 (2016). https://doi.org/10.1007/s12208-016-0157-8
1865-1984
10.1007/s12208-016-0157-8
https://hdl.handle.net/20.500.14352/125148
1865-1992
https://doi.org/10.1007/s12208-016-0157-8
https://link.springer.com/article/10.1007/s12208-016-0157-8
The purpose of this research is to examine which factors influence higher education students’ satisfaction during education services consumption using a University Social Responsibility (USR) model as reference. Firstly, it is analysed the university impacts regarding USR from students’ point of view and their influence in the overall index of USR. Secondly, it is investigated the relationship between overall perception of USR and student satisfaction. In doing that, the reported study examined these relations and tested a proposed model based on the answers of 400 students from University of León, in Spain, that provided the input for data analysis with structural equations with modelling with PLS. Results support, on one hand, students differentiate between USR facets, but only one affects the overall perception of USR, internal management. On the other hand, overall perception of USR is a determining factor of students’ satisfaction. Our findings demonstrate the need to develop an appropriate marketing strategy to understand students’ expectations, attract and retain students, prevent students’ drop out and improve students’ satisfaction through an USR model aligned with the university structure, processes, procedures, mission and vision.
eng
University social responsibility as antecedent of students’ satisfaction
journal article
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URL
https://docta.ucm.es/bitstreams/23c1c4c6-faf8-4a27-a48b-c36925febb8e/download
File
MD5
cf08b76122f5e2c5c2c30a2c790479c5
389896
application/pdf
University social responsibility.pdf