Propuesta de Modelo de Satisfacción e Intención de Comportamiento en Educación Superior a Distancia

The higher education sectors have reached high levels of competition globally, and Latin America has not escaped this reality. In this scenario, some universities have responded by offering non-traditional (distance) studies. These institutions not only have as a challenge that different groups of students can access the higher education system, but they must also focus their efforts on achieving adequate levels of satisfaction. Given this reality, the main objective of this research is to propose a model of satisfaction and intention the behavior in distance higher education (ESaD). To do this, a documentary analysis is carried out in the first instance, reviewing the various articles that have been published on the subject. Additionally, a structured survey is used as a data collection technique, which is applied to a sample of 668 ESaD students from Chile. The model developed is reflective, second-order and one-dimensional in nature, and in this it is stated that student satisfaction has a positive influence on their behavioral intentions. Through psychometric validation, it is concluded that in order of importance, satisfaction has the greatest impact on retention, followed by loyalty and finally on willingness to pay.