 Customer satisfaction and parent loyalty in an educational institutionRafael Romero-Carazas (), Isaí Chanducas Zarate (), Iván Apaza Romero () and Amarelys Román Mireles () Edu - Tech Enterprise, 2024, vol. 2, 17 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 (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:cua:edutec:v:2:y:2024:i::p:17:id:17 Access Statistics for this article More articles in Edu - Tech Enterprise from Science - Tech Enterprise Alliance |
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