Customer satisfaction and parent loyalty in an educational institution
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...
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| Formato: | Artículo |
| Lenguaje: | inglés |
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2024
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| _version_ | 1881700487963607040 |
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| author | Rafael Romero-Carazas Isaí Chanducas Zarate Iván Apaza Romero Amarelys Román-Mireles |
| author_browse | Amarelys Román-Mireles Isaí Chanducas Zarate Iván Apaza Romero Rafael Romero-Carazas |
| author_facet | Rafael Romero-Carazas Isaí Chanducas Zarate Iván Apaza Romero Amarelys Román-Mireles |
| author_sort | Rafael Romero-Carazas |
| collection | Producción científica |
| description | 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. |
| format | Article |
| id | openalex:W4412054207 |
| institution | UPeU |
| language | English |
| publishDate | 2024 |
| publishDateRange | 2024 |
| publishDateSort | 2024 |
| record_format | dspace |
| spelling | openalex:W4412054207Customer satisfaction and parent loyalty in an educational institutionRafael Romero-CarazasIsaí Chanducas ZarateIván Apaza RomeroAmarelys Román-Mirelescustomer satisfactioncustomer loyaltyeducational institutionsperceived valuetrustfunctional qualitytechnical qualityexpectationsAdventist schoolsCustomer Service Quality and LoyaltyEducational Outcomes and InfluencesConsumer Behavior and Marketing InfluenceThe 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.Articlehttps://doi.org/10.71459/edutech202417https://ete.sciten.org/index.php/ete/article/download/17/15W4412054207enEdu - Tech Enterprise3084-74512024-12-30 |
| spellingShingle | customer satisfaction customer loyalty educational institutions perceived value trust functional quality technical quality expectations Adventist schools Customer Service Quality and Loyalty Educational Outcomes and Influences Consumer Behavior and Marketing Influence Rafael Romero-Carazas Isaí Chanducas Zarate Iván Apaza Romero Amarelys Román-Mireles Customer satisfaction and parent loyalty in an educational institution |
| title | Customer satisfaction and parent loyalty in an educational institution |
| title_full | Customer satisfaction and parent loyalty in an educational institution |
| title_fullStr | Customer satisfaction and parent loyalty in an educational institution |
| title_full_unstemmed | Customer satisfaction and parent loyalty in an educational institution |
| title_short | Customer satisfaction and parent loyalty in an educational institution |
| title_sort | customer satisfaction and parent loyalty in an educational institution |
| topic | customer satisfaction customer loyalty educational institutions perceived value trust functional quality technical quality expectations Adventist schools Customer Service Quality and Loyalty Educational Outcomes and Influences Consumer Behavior and Marketing Influence |
| topic_facet | customer satisfaction customer loyalty educational institutions perceived value trust functional quality technical quality expectations Adventist schools Customer Service Quality and Loyalty Educational Outcomes and Influences Consumer Behavior and Marketing Influence |
| url | https://doi.org/10.71459/edutech202417 https://ete.sciten.org/index.php/ete/article/download/17/15 |
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