Calidad del servicio, satisfacción y lealtad de estudiantes universitarios peruanos

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Resumen

The study aims to define the variables that determine the perceived quality and establish the relationship with the satisfaction and loyalty of the students of the Faculties of Administration, in Peruvian universities. To do this, a survey was applied to a stratified sample of the student population of two universities: one public and one private. The data was systematized with the IBM SPSS 24.0 program and the structural equation model was used for the contrastof the hypotheses. A model is proposed, where student satisfaction is the result of perceived quality and perceived value; and where loyalty is a consequence of satisfaction. The proposed model was corroborated, demonstrating that there is a high relationship between the quality of service and the level of satisfaction, which is not the case with the perceived value. It is also determined that loyalty is the result of student satisfaction and the perceived value is significantly related by the perceived quality.

Título traducido de la contribuciónQuality of service, satisfaction and loyalty of peruvian university students
Idioma originalEspañol
Páginas (desde-hasta)292-301
Número de páginas10
PublicaciónUniversidad y Sociedad
Volumen12
N.ºs1
EstadoPublicada - 2020

Palabras clave

  • Loyalty
  • Quality of the educational service
  • Satisfaction

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