Abstract

OLORTEGUI-ALCALDE, Luis Miguel et al. The university student as customer: relationship with student satisfaction and academic performance. Universidad y Sociedad [online]. 2023, vol.15, n.3, pp. 535-544.  Epub June 30, 2023. ISSN 2218-3620.

The present study has the objective of systematizing the different theoretical approaches of the student as a client and its relationship with satisfaction and academic performance, understanding that academic performance is a key factor in an educational institution, to the point of being raised in the program of studies that are taken without distinction, being an indicator of quality measurement. It is a scientific review about the impact of the university student as a client of the higher education service to measure their level of satisfaction that is closely related to the educational quality that they can perceive and generate a degree of loyalty seen as a client that allows a recommendation. of the educational service. The methodology is a literature review study, deploying as the main method of theoretical research, the systematization of knowledge established from three criteria of inquiry and systematization. The results were reflected through an exhaustive analysis taking into account that student satisfaction impacts university academic performance. It is concluded that educational institutions value and consider knowing more and more the experience and perception of the student in the classroom and its impact on the satisfaction that he may have.

Keywords : Academic performance; Student satisfaction; Higher education; University students; Client.

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