Digital transformation and student satisfaction at the Autonomous University of Chile




digital transformation, higher education, student satisfaction, loyalty, structural equation


The great advances that derive from the technological revolution 4.0 have permeated higher education institutions, which have been forced to initiate extensive transformation processes that consider the integration of digital technologies to guarantee student satisfaction, maintain their social validity and ensure their sustainability. In this article, focused on the case of the Autonomous University of Chile, the existence of causal relationships between the Digital Transformation model of that University and the Student Satisfaction Index model proposed by Turkyilmaz, Temizer and Oztekin (2018) is demonstrated. The objective of the research was to determine the impact of the digital transformation on the student’s satisfaction of that University. The structural equation modeling technique was applied, using the data obtained from a questionnaire applied to 313 students at that University in the month of May 2023. The analyzes carried out empirically validated the proposed theoretical model, demonstrating that perceived quality is the variable that has the greatest effect on student satisfaction, and finding that the expectations created regarding the results of the digital transformation of the University have a negative influence on the satisfaction; In other words, the higher the expectations about digital transformation, the more difficult it will be to satisfy students and achieve their loyalty to the institution.


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Author Biographies

Dr. Javier Manuel Muñoz Acuña, Universidad Autónoma de Chile (Chile). Grupo de Investigación de Estudios Organizacionales Sostenibles (GIEOS)

Business Engineer, University of Temuco (1996), Executive Master in Business Administration (MBAE) from the Universidad Austral de Chile (2002), Master in Educational Management (IEDE-2013). Postgraduate in Research Methodology (Lleida 2022). Doctoral student in Administration and Law, from the University of Lleida (2021). He is currently a professor at the Faculty of Administration and Business of the Autonomous University of Chile and director of the Technology Transfer project for the Araucanía Region of Chile. Transfer destined by the Government of Chile to the micro and small businessmen of the communes that make up the region, through the executing entity that is the Autonomous University of Chile, with an amount of 617 thousand dollars. He was director of the Commercial Engineering program at the Arturo Prat Chile University. Director of Educational Magister at Arturo Prat University. CMR Manager, Falabella.). Areas of interest: Digitization, Education, Strategy.

Dr. Felipe Hernández-Perlines, Universidad de Castilla-La Mancha

Graduate in Economic and Business Sciences, from the University of Valladolid, PhD in Economics and Business, from the University of Castilla la Mancha. The topics to be investigated are "family businesses", "social economy", "tourism management". He is a professor of business organization at the University of Castilla la Mancha (Spain), highlighting the UDEM Adalberto Viesca Sada Award for the Best Research in Latin America in Family Business awarded by the University of Monterrey (Mexico) in 2014. He has made stays for teaching and research in different European and American universities, being coordinator of the international mobility programs of the University of Castilla-La Mancha with the Universities of North Carolina and Muskingum in the United States, of the Universities of Bologna and Verona in Italy. He has participated in 22 European, national and regional research projects.

Dr. Manuel Alejandro Ibarra Cisneros, Universidad de Baja California

Graduate in international business from the Faculty of Administrative Sciences of UABC. PhD in Industrial Economics from the University of Castilla la Mancha, Spain. Postgraduate and Research Coordinator of the Faculty of Administrative Sciences of the UABC University. Professor at the University of Baja California (Mexico) and full-time researcher. Accreditation before the National Association of Faculties and Schools of Accounting and Administration (ANFECA), period 2009-2012 and 2012-2015. Topics of interest are financial technology, business management from a technological point of view. He has written book chapters on follow-up studies of graduates of the specialties of the Faculty of Administrative Sciences. P.45-73. Year of publication: 2010. Book: Regional studies in administrative sciences -Emotional intelligence in directors of public higher education institutions, Case of the Autonomous University of Baja California. P.74-89 Year of publication: 2010.


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How to Cite

Muñoz Acuña, J. M., Hernández-Perlines, F., & Ibarra Cisneros, M. A. (2024). Digital transformation and student satisfaction at the Autonomous University of Chile. Journal of Management and Business Education, 7(2), 220–243.