Economic value for university services: modelling and heterogeneity analysis

Raquel Sánchez-Fernández, David Jiménez-Castillo and Angeles Iniesta-Bonillo

The study described here develops a perceived value model, from the alumni's perspective, to determine the sources of economic value universities must focus on to enhance satisfaction, organisational image and identification.
Sánchez-Fernández, Jiménez-Castillo and Iniesta-Bonillo

Introduction

In their role as entities for lifelong learning, institutions of higher education constantly attempt to improve and differentiate their services. Accordingly, a key aim of universities is to determine how the services they provide are being perceived, consumed or enacted (Durvasula et al. 2011). However, measuring perception of university services still remains a major challenge because of the abstract qualities of the service concept in education. A critical issue in the evaluation of university services is analysis of the valueperceived by the users of those services. The importance of this topic is...

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