Commitment studies have been applied to several disciplinary fields and in various sectors in order to analyze not only elements related to human resource government, but also to business strategy issues. The paper aims to assess the relations existing between customer satisfaction, commitment and student loyalty towards University. The analysis is based on a structural equation model which has been tested on a sample of students from the University of Salerno. The survey supports the hypothesis that commitment (especially affective commitment) is a variable implying both customer satisfaction and loyalty, even in an academic contest. At the same time, the commitment variable is becoming an ever important element in decision making relative to university governance.
Customer satisfaction, commitment, loyalty e implicazioni nella governance delle università: una ricerca esplorativa
TOMMASETTI, Aurelio;BOTTI, ANTONIO;TROISI, ORLANDO;VESCI, Massimiliano
2014-01-01
Abstract
Commitment studies have been applied to several disciplinary fields and in various sectors in order to analyze not only elements related to human resource government, but also to business strategy issues. The paper aims to assess the relations existing between customer satisfaction, commitment and student loyalty towards University. The analysis is based on a structural equation model which has been tested on a sample of students from the University of Salerno. The survey supports the hypothesis that commitment (especially affective commitment) is a variable implying both customer satisfaction and loyalty, even in an academic contest. At the same time, the commitment variable is becoming an ever important element in decision making relative to university governance.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
