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oai:recercat.cat:20.500.12328/15862025-05-20T00:01:53Zcom_2072_67741col_2072_484352

00925njm 22002777a 4500 dc Marimon, Frederic author Mas-Machuca, Marta author Berbegal-Mirabent, Jasmina author 2020 This study provides an innovative approach to the analysis of the antecedents of satisfaction. A discussion about different types of expectations and their configurations is presented, providing a new classification of services according to two temporal dimensions that affect expectations: (i) how the length of the service lead time has an impact on the assessment of fulfilment of expectations and (ii) how the repetitive purchasing over time updates expectations. We focus the analysis on the study of those cases where expectations cannot be directly assessed. The empirical application considers the case of higher education services. Using a survey of 2,557 undergraduate students who finished their degrees in 2013 at universities located in the Catalonia (Spain), we test a model where fulfilment of expectations is proposed as an antecedent of students’ satisfaction, alongside with perceived quality. The methodological approach uses structural equation modeling (SEM) technique. Results reveal that fulfilment of expectations has a high explanatory power and that this antecedent of satisfaction is well explained by the dimensions of perceived quality, evidencing its mediation role between quality and satisfaction. Marimon Viadiu, Frederic; Mas-Machuca, Marta; Berbegal-Mirabent, Jasmina. Fulfilment of expectations on students’ perceived quality in the Catalan higher education system. Total Quality Management & Business Excellence , 2020, 31(5-6), [p. 1-36]. Disponible en: <https://www.tandfonline.com/doi/full/10.1080/14783363.2018.1433027?scroll=top&needAccess=true>. Fecha de acceso: 17 jun. 2020. DOI: 10.1080/14783363.2018.1433027 1478-3363 http://hdl.handle.net/20.500.12328/1586 https://dx.doi.org/10.1080/14783363.2018.1433027 Universidades Universitats Universities and colleges Estudiants universitaris College students Estudiantes universitarios Control de calidad Control de qualitat Quality control Fulfilment of expectations on students’ perceived quality in the Catalan higher education system