Template-Type: ReDIF-Article 1.0
Author-Name: Rafael Romero-Carazas
Author-Email: rafaelromerocarazas@gmail.com
Author-Name: Isaí Chanducas Zarate
Author-Email: isai.chanducas@adventistas.org
Author-Name: Iván Apaza Romero
Author-Email: ivanr@upeu.edu.pe
Author-Name: Amarelys Román Mireles
Author-Email: romanamarelys@gmail.com
Title: Customer satisfaction and parent loyalty in an educational institution
Abstract: The objective of the study was to determine the relationship between customer satisfaction and the level of loyalty of the parents of El Buen Pastor Adventist School of Ñaña 2020. A quantitative, descriptive, correlational, cross-sectional approach was used. The study sample consisted of 160 clients, to whom a Likert scale questionnaire was applied for the collection of information. The results show a descriptive tendency of response with an indifferent level in all dimensions of both variables. In addition, Spearman's Rho value for the customer satisfaction and loyalty level variables was 0.894 with a significance level of 0.000 < p=0.05. While for the dimensions of the customer satisfaction variable and the loyalty level variable, the following was obtained: perceived functional quality (0.171; 0.030 < p=0.05), perceived technical quality (0.462; 0.000 < p=0.05), perceived value (0.570; 0.000 < p=0.05), trust (0.783; 0.000 < p=0.05) and expectations (0.593; 0.000 < p=0.05). It is concluded that there is a significant relationship between customer satisfaction and the level of loyalty of the parents of the Good Shepherd Adventist School of Ñaña 2020.
Keywords: Satisfaction, loyalty, trust, expectations, organization
Journal: Edu - Tech Enterprise
Pages: 17
Volume: 2
Issue: 
Year: 2024
Subtitle : 
File-URL: https://ete.sciten.org/index.php/ete/article/view/17/31
File-Format: application/pdf
Handle: RePEc:cua:edutec:v:2:y:2024:i::p:17:id:17