Quality assessment of the University Educational Process: an application of the ECSI model.

In a university, students represent the final users as well as the principal actors of the formative services. A measure of their perceived quality is essential for planning changes that would increase the level of the quality of these services. This perceived quality is analysed in this paper with the ECSI (European Customer Satisfaction Index) methodology. The ECSI, which implements a structural equation model, is aimed to represent the satisfaction of the students with some latent variables gauged through a set of observable indicators. We extend the ECSI to the data obtained from graduates of the University of Florence employed one year after graduation.