The relationship among expectation, perceived quality-value and satisfaction: A study on undergraduate students of tourism

The main purpose of this study is (1) to analyze the relationship among corporate image, student expectations, perceived quality/value and satisfaction, (2) to determine the effects of external and internal factors on student satisfaction. Questionnaire for this study was developed from prior researches on a 5-point Likert-type. Through conducting a face-to-face interview, a total of 362 questionnaires were collected from students at the tourism department of a state university. LISREL 8.80 was used to analyze the data in context of Structural Equation Modelling (SEM) that includes Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA). As a result, the findings indicate that all factors have positive correlation each other. On the other hand, corporate image, student expectations, perceived quality/value have crucial impact on student satisfaction.