University social responsibility as antecedent of students’ university experience


  • José Luis Vázquez University of León
  • Carlota López-Aza University of León
  • Ana Lanero University of León


quality of service, satisfaction, University Social Responsibility (USR), higher education, Spain


This paper aims to present a model on the perception of University Social Responsibility (USR) by students and to analyse its usefulness to predict two dimensions of university experience, namely quality of service and satisfaction. To this end, after reviewing the previous literature on USR, a survey study was conducted with a sample of 200 last-year students at the University of León (Spain). Data were analysed through factor and PLS (Partial Least Squares) techniques. Factor analysis identified a solution of six factors defining the students’ perception regarding university impacts, whereas only three of them influenced their overall perception regarding USR. Furthermore, this perception acted as an antecedent of quality of service and satisfaction. The analysis of the obtained results allows significant implications for the design of marketing strategies focused on students’ retention and attraction, as universities that use USR strategies will have a competitive advantage as a tool for improving the university experience.


Download data is not yet available.


Abdullah, F. (2005). HEdPERF versus SERVPERF: The quest for ideal measuring instrument of service quality in higher education sector. Quality Assurance in Education, 13(4), 305-328.

Alashloo, F. R., Castka, P., & Sharp, J. M. (2005). Towards understanding the impeders of strategy implementation in higher education (HE): a case of HE institutes in Iran. Quality Assurance in Education, 13(2), 132-147.

Anderson, E. W. & Fornell, C. (1994). A customer satisfaction research prospectus. In R. T. Rust, & R. L. Oliver (Eds.), Service quality: new directions in theory and practice (pp. 241-268). Thousand Oaks, CA: Sage.

ANECA (2015). Libros blancos. Agencia Nacional de Evaluación de la Calidad y la Acreditación. Accessed 20 February 2015.

Baccarani, C. (2004). La qualità nei dipartimenti universitari. Paper presented at the Congress Convegno UILPA-UR. Salerno (Italy), 22 October 2004.

Barclay, D., Higgins, C., & Thompson, R. (1995). The partial least squares (PLS) approach to causal modeling: personal computer adoption and use as an illustration. Technology Studies, 2(2), 285-309.

Barnes, B. R. (2006). Analysing service quality: the case of post-graduate Chinese students. Total Quality Management & Business Excellence, 18(3), 313-331.

Blázquez, J. J., Chamizo, J., Cano, E. I., & Gutiérrez, S. (2013). Calidad de vida universitaria: identificación de los principales indicadores de satisfacción estudiantil. Revista de Educación, 362, 458-484.

Brown, R. M., & Mazzarol, T. W. (2009). The importance of institutional image to student satisfaction and loyalty within higher education. Higher Education, 58(1), 81-95.

Caldwell, C. (2010). A ten-step model for academic integrity: a positive approach for business schools. Journal of Business Ethics, 92(1), 1-13.

Cardona, M. M., & Bravo, J. J. (2012). Service quality perceptions in higher education institutions: the case of a Colombian university. Estudios Gerenciales, 28(125), 23-29.

Casani, F., Pérez-Esparrells, C., & Rodríguez, J. (2010). Nuevas estrategias económicas en la universidad desde la responsabilidad social. Calidad en la Educación, 33, 255-273.

Chin, W. W. (1998). Commentary: issues and opinion on structural equation modeling. MIS Quarterly, 22(1), 7-16.

Chin, W. W. (1998). The partial least squares approach for structural equation modeling. In G. A. Marcoulides (Ed.), Modern methods for business research (pp. 295-336). New Jersey: Laurence Erlbaum Associates.

Christensen, L. J., Peirce, E., Hartman, L. P., Hoffman, W. M., & Carrier, J. (2007). Ethics, CSR, and sustainability education in the financial times top 50 global business schools: baseline data and future research directions. Journal of Business Ethics, 73(4), 347-368.

Correia-Loureiro, S. M., & Miranda-González, F. J. (2012). DUAQUAL: The quality perceived by teachers and students in university management. Cuadernos de Gestión, 12(1), 107-122.

Eklöf, J. A. (2000). European customer satisfaction index pan-European telecommunication sector report based on the pilot studies 1999. Stockholm, Sweden: European Organization for Quality (EOQ) and European Foundation for Quality Management (EFQM).

Elkington, J. (1997). Cannibals with forks. Oxford, UK: Capstone Publishing.

European Commission (2010). Communication from the Commission. Europe 2020: a strategy for smart, sustainable and inclusive growth. COM(2010) 2020 final. European Commission. Accessed 20 February 2015.

European Commission (2011). A renewed EU strategy 2011-14 for Corporate Social Responsibility. Brussels: European commission.

Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-21.

Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.

Gaete-Quezada, R. (2011). The university social responsibility as a challenge to the strategic management of higher education: the case of Spain. Revista de Educación, 355, 109-133.

García-Perdiguero, T. (2010). La universidad, los principios y valores del modelo social europeo y la responsabilidad social de las empresas. In M. de la Cuesta, . C. de la Cruz, & J. M. Rodríguez (Eds.), Responsabilidad social universitaria (pp. 47-58). A Coruña, Spain: Netbiblo.

Garde-Sánchez, R., Rodríguez-Bolívar, M. P., & López-Hernández, A. M. (2013). Divulgación online de información de responsabilidad social en las universidades españolas. Revista de Educación, 2013 special issue, 177-209.

Geisser, S. (1974). A predictive approach to the random effect model. Biometrika, 61(1), 101-107.

Hanaysha, J. R. M., Abdullah, H. H., & Warokka, A. (2011). Service quality and students’ satisfaction at higher learning institutions: the competing dimensions of Malaysian universities’ competitiveness. Journal of Southeast Asian Research, 1, 1-10.

Hartman, L. P., & Werhane, P. H. (2009). A modular approach to business ethics integration: at the intersection of the stand-alone and the integrated. Journal of Business Ethics, 90(1), 295-300.

Hasan, H. F. A., Ilias, A., Rahman, R. A., & Razak, M. Z. A. (2008). Service quality and student satisfaction: a case study at private higher education institutions. International Business Research, 1(3), 163-175.

Hinkin, T. R. (1995). A review of scale development practices in the study of organizations. Journal of Management, 21(5), 967-988.

Hulland, J. (1999). Use of Partial Least Squares (PLS) in strategic management research: a review of four recent studies. Strategic Management Journal, 20(2), 195-204.

Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., & Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2), 217-245.

Joseph, M., Yakhou, M., & Stone, G. (2005). An educational institution’s quest for service quality: customers’ perspective. Quality Assurance in Education, 13(1), 66-82.

Kolodinsky, R. W., Madden, T. M., Zisk, D. S., & Henkel, E. T. (2010). Attitudes about corporate social responsibility: business student predictors. Journal of Business Ethics, 91(2), 167-181.

Landrum, H., Prybutok, V. R., & Zhang, X. (2007). A comparison of Magal’s service quality instrument with SERVPERF. Information & Management, 44(1), 104-113.

Larrán, J. M., & Andrades, F. J. (2014). Determinants of corporate social responsibility and business ethics education in Spanish universities. Business Ethics: A European Review, 23(2), 139-153.

Lee, J. W., & Tai, S. W. (2008). Critical factors affecting customer satisfaction and higher education in Kazakhstan. International Journal of Management in Education, 2(1), 46-59.

McDonald, G. M. (2004). A case example: integrating ethics into the academic business curriculum. Journal of Business Ethics, 54(4), 371-384.

Melle-Hernández, M. (2007). La responsabilidad social dentro del sector público. Ekonomiaz: Revista Vasca De Economía, 65(2), 84-107.

Moon, J., & Orlitzky, M. (2011). Corporate social responsibility and sustainability education: a transAtlantic comparison. Journal of Management and Organization, 17(5), 583-603.

Munteanu, C., Ceobanu, C., Bobâlca, C., & Anton, O. (2010). An analysis of customer satisfaction in a higher education context. International Journal of Public Sector Management, 23(2), 124-140.

Nunnally, J. C. (1978). Psychometric theory. 2nd ed. New York: McGraw-Hill.

O’Neill, M. A., & Palmer, A. (2004). Importance-performance analysis: a useful tool for directing continuous quality improvement in higher education. Quality Assurance in Education, 12(1), 39-52.

Oliver, R. L. (2010). Satisfaction: a behavioral perspective on the consumer. Armonk, NY: M.E. Sharpe.

Petruzzellis, L., D’Uggento, A. M., & Romanazzi, S. (2006). Student satisfaction and quality of service in Italian universities. Managing Service Quality, 16(4), 349-364.

Ramaiyah, A., Zain, A. N. & Ahmad, H. (2007). Exploring the dimensions of service quality in higher education research. Paper presented at the Regional Conference “Quality in Higher Education quality driven initiatives: sharing good practices in higher education”. University of Malaysia. Accessed 20 February 2015.

Ringle, C. M., Wende, S., Will, A. (2005). SmartPLS 2.0 (M3) beta. Hamburg, Germany: SmartPLS.

Rodríguez, J. M. (2010). Responsabilidad social universitaria: Del discurso simbólico a los desafíos reales. In M. de la Cuesta, . C. de la Cruz, & J. M. Rodríguez (Eds.), Responsabilidad social universitaria (pp. 3-24). A Coruña, Spain: Netbiblo.

Rubiralta, M., & Barañano, M. C. (2010). Responsabilidad social universitaria. In M. de la Cuesta, . C. de la Cruz, & J. M. Rodríguez (Eds.), Responsabilidad social universitaria (pp. 127-39). A Coruña, Spain: Netbiblo.

Russell, M. (2005). Marketing education: a review of service quality perceptions among international students. International Journal of Contemporary Hospitality Management, 17(1), 65-77.

Setó-Pamiés, D., Domingo-Vernis, M., & Rabassa-Figueras, N. (2011). Corporate social responsibility in management education: current status in Spanish universities. Journal of Management and Organization, 17(5), 604-620.

Shekarchizadeh, A., Rasli, A., & Hon-Tat, H. (2011). SERVQUAL in Malaysian universities: perspectives of international students. Business Process Management Journal, 17(1), 67-81.

Stone, M. (1974). Cross-validatory choice and assessment of statistical predictions. Journal of the Royal Statistical Society (Series B-Statistical Methodology), 36(2), 111-147.

Tan, K. C., & Kek, S. W. (2004). Service quality in Higher education using an enhanced SERVQUAL approach. Quality in Higher Education, 10(1), 17-24.

Tenenhaus, M., Vinzi, V. E., Chatelin, Y. M., & Lauro, C. (2005). PLS path modeling. Computational Statistics and Data Analysis, 48(1), 159-205.

Vallaeys, F. (2008). Responsabilidad social universitaria: una nueva filosofía de gestión ética e inteligente para las universidades. Revista Educación Superior y Sociedad, 13(2), 193-220.

Vallaeys, F. (2014). La responsabilidad social universitaria: un nuevo modelo universitario contra la mercantilización. Revista Iberoamericana de Educación Superior, 5(12), 105-117.

Vallaeys, F., Cruz, C. de la, Sasia, P. (2009). Responsabilidad social universitaria. Manual primeros pasos. México DF: McGraw-Hill.

Wetzels, M., Odekerken-Schröder, G., & Van Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: guidelines and empirical illustration. Management Information Systems Quarterly, 33(1), 177-195




How to Cite

Vázquez, J. L., López-Aza, C. ., & Lanero, A. (2015). University social responsibility as antecedent of students’ university experience. Responsibility and Sustainability, 3(3), 33–46. Retrieved from