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

Sofia Eurico, Catarina Marques, Patrícia Oom do Valle, João Albino Silva

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

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.
Original languageEnglish
Title of host publicationProceedings of the 2nd International Symposium on Partial Least Squares Path Modeling
Subtitle of host publicationThe Conference for PLS Users
EditorsJörg Henseler, Christian Ringle, José Roldán, Gabriel Cepeda
Place of PublicationEnschede
PublisherUniversity of Twente
Number of pages12
ISBN (Print)9789036540568
DOIs
Publication statusPublished - 2015
Externally publishedYes
Event2015 PLS User Conference: 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users - Seville, Spain
Duration: 16 Jun 201519 Jun 2015

Conference

Conference2015 PLS User Conference
CountrySpain
CitySeville
Period16/06/1519/06/15

Keywords

  • ECSI
  • Higher education
  • FIMIX
  • PLS

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