Purpose – This paper aims to analyse the effectiveness of the transparency policy carried out by a public university in terms of the impact on students’ satisfaction and trust. The loss of trust suffered by public institutions means that they are trying to identify the existing formulae so that this can be restored, and this includes transparency. In universities, certain changes in their situation mean that the demand for transparency policies is even greater. Design/methodology/approach – To carry out the transparency survey, data were collected using 6,180 valid questionnaires among the degree, postgraduate and continuing education students of the UNED. The statistical behaviour of the constructs included in the model was analysed by developing the structural equation model with SmartPLS. Findings – The results of this research show that transparency does have both a direct effect on trust and an indirect effect that is mediated by satisfaction. This latter indirect effect comes out stronger than the direct one. Thus, satisfaction emerges as a key factor for any research on the relationship between transparency and trust. Originality/value – This paper verifies the impact of the transparency policy on the satisfaction and trust towards a public university’s services.

The primary contribution of this article is an analysis of the influence of the use of individual's expectations about a service consumption on the behavior models, that examine the process according to which loyalty and satisfaction are generated. More specifically, the research examines the implications of considering adjusted expectations, namely those that tourists have after having visited a destination, rather than those expectations they may have prior to their visit. By developing structural equations, the research verifies that the use of adjusted expectations modifies the chain of causal relationships described in the cognitive-affective explanatory models for tourist satisfaction and loyalty.

This study analyses the factors that influence citizens' intention to use egovernment activities offered by municipalities in Spain. For this purpose, we developed a straightforward user behaviour model that considers the components of the TAM and DOI models simultaneously, harnessing their synergies and factoring in the role of citizens' trust. We also examined the moderating role that population size can play in the model's behaviour. Among the results we obtained, it is important to note that user trust not only improved the model's fit, but also showed a significant effect on intention of use for all the population sizes that we analysed. The other significant relationship for all the samples linked ease of use to perceived usefulness. For the other relationships between variables, we observed the moderating role of size for the populations we considered.

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PurposeThis research focuses on the effects that three different strategic orientations have on firm performance in the specific domain of retailing. The paper also aims to deal with the mediating role that innovation plays in this relationship.Design/methodology/approachComponent analysis is used to find out which factors really build up each of the constructs involved. In order to analyze the convergence of the model a confirmatory factor analysis is performed by means of a structural equation model based on LISREL 8.54 technique.FindingsFrom the 244 responses the results show that market driving proved to be a strong predictor of performance in addition to innovation acting as a mediator between strategic orientations in retailers and business performance.Research limitations/implicationsIn a future research it would be advisable to include supplier and customer perceptions of the strategic orientation carried on by retailing firms. The study of different innovation categories should also be enlarged. Furthermore, a wider sample that encompassed several countries and different retailers‐type strata could help to understand culture and industry depending factors.Practical implicationsAmong the strategic orientations developed by retail firms, market driving (MD) proved to be better both in its direct influence on performance and by jointly developing innovations – to benefit from the role of innovation as a mediator between MD and performance.Originality/valueAlthough there are many references in literature devoted to market orientation (MO), hardly any research has addressed before the role of MD as strategic orientation in the retailing industry – and consequently the relationship between MO and MD. Moreover, the paper researches the role of innovation – in a twofold perspective: innovation in management processes and product innovation – as a mediator between strategic orientations in retail firms and business performance.