La Relación de la percepción de la calidad en el servicio con la satisfacción y la lealtad de estudiantes de una institución de enseñanza de lengua extranjera - Relation among perception of service quality with students´ satisfaction and loyalty in a foreign language institute.
DOI:
https://doi.org/10.58493/ecca.2023.2.1.05Keywords:
Calidad en el servicio, Lealtad, Satisfacción, Percepción, Service quality, student loyalty, student satisfaction, perceptionAbstract
La presente investigación analiza la calidad en el servicio en una institución de enseñanza de una lengua extranjera, con el fin de lograr la satisfacción y conservar la lealtad de los estudiantes. El estudio recolectó 298 respuestas en un cuestionario usando una escala de Likert del 1 al 5. El estudio es de enfoque cuantitativo y diseño transeccional con alcance relacional. El muestreo fue no probabilístico y los datos se analizaron con la aplicación estadística SPSS. Este estudio arrojó que la calidad en el servicio tiene una correlación significativa con la satisfacción, así como con la lealtad del estudiante. Los resultados obtenidos en esta investigación aportan conocimiento que facilitan la gestión de procesos, ayudando a mejorar los aspectos en los cuales se tiene alguna deficiencia, en aras de ofrecer un mejor servicio a los estudiantes.
Abstract
The objective of the study is to examine the quality of service of a foreign language institute on the students’ satisfaction and loyalty on it. The study has collected 298 responses from the students using five-point Linkert scale self-administered questionnaire. The sample was gathered using nonprobability convenience sampling technique and analysis was using SPSS. The results have shown that service quality has significant relation on students’ satisfaction while student satisfaction has significant effect on student loyalty. A strong understanding of the relationship between the program quality that allows to make strategic decisions, as finding ways to be
strengthened by organization management.
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