DETERMINANTS OF STUDENT SATISFACTION AT A PRIVATE UNIVERSITY IN LIMA PERU

Abstract

The purpose of this research is to assess the level of satisfaction that students from a private
university in Lima Peru, throughout the results of the quantitative analysis of the variable quality of
service and institution image. Then, from the variable Student satisfaction, the dimensions such as
reliability and administrative quality were processed. From the institutional image variable, the
dimensions, institutional image, affective image, and reputation image were processed. All
concerning the university where the students have just studied. A descriptive quantitative design was
used, with an instrument of 46 closed items that allowed the development of a statistical analysis to
respond to the proposed objective. The results indicate, according to the corresponding variables,
the institutional image of the university influences the quality of the service provided by 88%. The
quality of the service provided has a 55% influence on the degree of student satisfaction. The
institutional image of the university has a 49% influence on student satisfaction. Therefore, the
variable with the highest incidence in satisfaction is due to the quality of the educational service.