Student satisfaction: Examining capacity development and environmental factors in higher education institutions

Abstract

The success of universities is heavily dependent upon the efficient management of the learning environment. The students, who are the principal customers of these institutions, are the guarantors of their survival. In this context, students' satisfaction with their education experience is fundamental. To achieve success and maintain competitiveness, universities must identify the key aspects that are important to their students. In the literature, the importance of generic or transversal competence/capacity development in student satisfaction as a motivational factor, using Herzberg's theory has yet to be analysed. This study fills this gap by highlighting its importance. It represents an important advance in the investigation of the hygiene and motivational factors that affect student satisfaction and loyalty. The objective is to analyse the antecedents of the students' satisfaction, including the acquisition of competences, in a post-pandemic and energy-crisis scenario in which the teaching conditions must adapt to the environmental and human factors. The sample is comprised of 548 valid surveys taken from three Spanish public universities. SmartPLS software was used to analyse the results. Based on Herzberg's model, the results show that the acquisition of competences and capacity development, as a motivational factor, together with the teaching methods, the teaching staff involved, the course management and class facilities and infrastructure as hygiene factors are antecedent variables of student satisfaction. The fulfilment of students' expectations is also a predictor of student allegiance to the higher education institution where they study. All stated hypotheses are supported. It should be remembered that if the hygiene factors "work", the most you can hope for is not to let students down, not to lose them. In addition, for them to behave as prescribers and to have a full experience that is subsequently recommended, it is necessary to pay attention to motivational factors.