We use the European Customer Satisfaction Index (ECSI) as methodology to measure institutional quality from the point of view of students’ satisfaction. The ECSI considers the cause-effect process underlying the perception of satisfaction and the variables institutional image, institutional expectative and institutional perceived quality as its exogenous drivers. The methodology is replicable and produces comparable ECSI values when it is used. The ECSI is normalized between 0 and 100. In a survey conducted in Veracruz University, the ECSI was 65.5; the model identified overall quality of the course programs, overall quality of the Educational Model and overall quality of the academic offer as the variables having the most positive impact on students’ satisfaction, while expectative and perceived value are  as opportunities areas for improving this satisfaction.

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