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Advisor(s)
Abstract(s)
Purpose – The purpose of this paper is to identify the effects of students’ satisfaction with services on
quality of academic life (QAL), formed by cognitive and affective components; and to assess the mediating
effect of QOL components (cognitive and affective) on students’ loyalty and recommendation.
Design/methodology/approach – Based on 726 respondent students from public higher education
institutions (HEIs) in Portugal, this paper uses a partial least squares approach to analyze the impact of satisfaction
on emotions and students’ QAL and to assess whether emotions influence recommendation and loyalty.
Findings – The results reveal that satisfaction influences both cognitive and affective components of QAL.
The cognitive component has a positive and significant influence on recommendation and loyalty whilst the
affective component has no significant effect.
Practical implications – The results obtained here provide implications for future action to be taken by HEI
managers, in order to increase efficiency in the allocation and management of scarce resources. Therefore, when
incorporating these results in decision-making processes, attention should be paid to the importance of the
influence of satisfaction on QAL’s cognitive and affective components, stressing the importance of the cognitive
components associated with learning experiences that play an important role in students’ future decisions in
terms of loyalty and recommendation, which, in turn, are pillars of HEI sustainability.
Originality/value – The present study contributes to the literature on HEI management by assessing the
influence of satisfaction on two components of QAL separately: cognitive components and affective
components. In addition, the causality relationships are analyzed, assessing the emotional nexus, in order to
deepen knowledge about the role played by both affective and cognitive components in students’ loyalty and
recommendation, which need to be addressed and studied by carrying out new research.
Description
Keywords
Satisfaction Higher education institutions Emotions Quality of academic life