VALUE FACILITATION, VALUE IN USE AND CUSTOMER SATISFACTION AS DETERMINANTS OF THE REPURCHASE INTENTION IN THE CONTEXT A HIGHER EDUCATION INSTITUTION

Authors

DOI:

https://doi.org/10.21527/2237-6453.2019.49.367-385

Keywords:

Value Facilitation. Value in Use. Customer Satisfaction. Repurchase Intention. Educational Services.

Abstract

The goal of this research was to develop, testand validate a Theoretical Model that contemplated the constructs that are determinant for the Repurchase Intent. The study was developed in the context of a Higher Education Institution (HEI) located in Serra Gaúcha, Rio Grande do Sul, Brazil. A quantitative study was applied through a survey in which 316 students participated. Data analysis was performed using the Structural Equation Modeling technique. The results showed that the Value Facilitation positively influences the Value in Use and Customer Satisfaction, and that the Value in Use positively influences the Customer Satisfaction, as well as the Repurchase Intention. In addition, one can definitely say Customer Satisfaction positively influences the Repurchase Intent. Moreover, the effect of the student's course time moderation in the relationship between the Value in Use and the Repurchase Intent was evidenced, contributing to the existing literature in na educational context.

Author Biographies

Gabriel Sperandio Milan, Universidade de Caxias do Sul (UCS)

Doutor em Engenharia de Produção - Sistemas de Qualidade - pela Universidade Federal do Rio Grande do Sul (UFRGS). Professor  do Centro de Ensino Superior Cenecista de Farroupilha (CESF) e da Universidade de Caxias do Sul (UCS).

Lidiane Campos da Cunha, ON.LAB Estúdio Digital Ltda

Mestre em Administração pela Universidade de Caxias do Sul (UCS). Diretora de Marketing do ON.LAB Estúdio Digital Ltda.

Luciene Eberle, Universidade de Caxias do Sul (UCS)

Doutora em Administração pela Associação Ampla entre Pontifícia Universidade Católica do Rio Grande do Sul (PUCRS) e Universidade de Caxias do Sul (UCS). Professora do Programa de Pós-Graduação em Administração da Universidade de Caxias do Sul (UCS).

Deonir de Toni, Universidade de Caxias do Sul (UCS)

Doutor em Administração pela Universidade Federal do Rio Grande do Sul (UFGRS). Professor do Programa de Pós-Graduação em Administração da Universidade de Caxias do Sul (UCS).

Pelayo Munhoz Olea, Universidade de Caxias do Sul (UCS)

Doutor em Administração e Direção de Empresas pela Universit Politècnica de Catalunya (Espanha). Professor do Programa de Pós-Graduação em Administração da Universidade de Caxias do Sul (UCS).

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Published

2019-10-17

How to Cite

Milan, G. S., Cunha, L. C. da, Eberle, L., de Toni, D., & Olea, P. M. (2019). VALUE FACILITATION, VALUE IN USE AND CUSTOMER SATISFACTION AS DETERMINANTS OF THE REPURCHASE INTENTION IN THE CONTEXT A HIGHER EDUCATION INSTITUTION. Desenvolvimento Em Questão, 17(49), 367–385. https://doi.org/10.21527/2237-6453.2019.49.367-385

Issue

Vol. 17 No. 49 (2019): out./dez

Section

Artigos

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