148827 20250122151649.0 doi 10.1080/1360080X.2019.1689802 sideral 121203 ART-2020-121203 eng Borraz-Mora, J. The influence of generic-academic competences on satisfaction and loyalty: the view of two key actors in higher education 2020 Despite the large number of studies about competences in higher education, several important gaps in research can be identified. The present paper aims to fill two of these gaps by analysing the influence of generic-academic competences on individuals’ satisfaction with the learning experience, and of this satisfaction on their loyalty to their higher education institution. Loyalty is measured through two components: intentions of recommending the higher education institution, that is, word of mouth (WOM) communication and confirmation of past behaviour. Moreover, two key actors in the learning process -current students and ex-students- have been analysed. Partial Least Squares (PLS) are used to analyse the structural model and to test possible differences between groups. The findings demonstrate that satisfaction is a fundamental mediator between generic-academic competences and loyalty. Institutions have to reinforce generic-academic competences, focusing both on current students and ex-students to obtain loyal customers. info:eu-repo/grantAgreement/ES/DGA-FSE/S54-GENERES Group info:eu-repo/grantAgreement/ES/DGA/S23 info:eu-repo/grantAgreement/ES/UZ/PIPOUZ-19-118 info:eu-repo/grantAgreement/ES/UZ/UZ2019-SOC-02 info:eu-repo/semantics/closedAccess All rights reserved http://www.europeana.eu/rights/rr-f/ 2.125 2020 EDUCATION & EDUCATIONAL RESEARCH 149 / 264 = 0.564 2020 Q3 T2 0.934 2020 Public Administration 2020 Q1 Education 2020 Q1 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Hernandez-Ortega, B. Universidad de Zaragoza (orcid)0000-0003-0752-3202 Melguizo-Garde, M. Universidad de Zaragoza (orcid)0000-0003-2544-0697 4008 225 Universidad de Zaragoza Dpto. Estruc.Hª Econ.y Eco.Pb. Área Economía Aplicada 4011 095 Universidad de Zaragoza Dpto. Direc.Mark.Inves.Mercad. Área Comerci.Investig.Mercados 42, 5 (2020), 563-578 J. high. educ. policy manag. Journal of Higher Education Policy and Management 1360-080X 1580183 http://zaguan.unizar.es/record/148827/files/texto_completo.pdf Versión publicada 1034316 http://zaguan.unizar.es/record/148827/files/texto_completo.jpg?subformat=icon icon Versión publicada oai:zaguan.unizar.es:148827 articulos driver 2025-01-22-14:46:04 ARTICLE