Quality and satisfaction: The case of the University of Jaén

Abstract

The aim of this research is to examine the factors contributing to the intention to recommend in a university context. The study responds to the need to investigate the effect that academic performance and the tangible quality of a university have on students´ satisfaction levels and their intention to recommend their institution to others. Following a process of stratified random sampling, partial least squares were used to test the hypotheses and assess the measurement model.