Uncovering unobserved heterogeneity in the ECSI model: an application in higher education in tourism

Abstract

This research explores the European Consumer Satisfaction Index model applied to higher education in tourism by accounting for unobserved heterogeneity. In particular, it intends to identify segments of High Education Institutions (HEI)' consumers based on the structural model estimates of the European Consumer Satisfaction Index (ECSI), enlarged with the employability construct. A model-based segmentation approach using FIMIX in PLS path modelling is used. The ECSI was properly adjusted to the educational framework and has shown its effectiveness when assessing students' satisfaction regarding the attended HEI. Two distinctive graduates' segments were identified using a sample of 166 HEIs' consumers. Results confirm the assumption of heterogeneity as the relationships differ across segments and the need for HEIs to differently target those segments in such a competitive context.

Development and empirical study of international student satisfaction model of online course learning interaction in chinese universities

“…The dimensional design of the ACSI model is more reasonable, usable, and operable (Han et al, 2021 ), and it also has significant effects in the field of educational technology (Ji, 2021 ; Jing & Zhichao, 2021 ). Martensen et al ( 2000 ) proposed the first ECSI model to evaluate students’ satisfaction with Higher Education Service Quality, and this was followed by many other researchers who all began to use the ECSI model to study student satisfaction (Eurico et al, 2018 ). The above analysis of the SCSB model, ACSI model, and ECSI model provides the following inspirations for this study to build an International Student Satisfaction Model (ISSM) for online course interaction: First, the designs of the three typical customer satisfaction models are relatively simple.…”

Corporate social responsibility and international students mobility in higher education

“…Given the emergence of new players and service providers in the global higher education market, the competition to attract the best talents and international students is becoming tougher. This increased competitiveness has created a great amount of pressure for higher education institutions in this regard (Eurico et al , 2015). This impediment has stimulated higher education institutions to use appropriate marketing strategies to foster a self-sustaining promotion of their higher education system.…”