Student Satisfaction
Going Beyond a Number in NPS Results
DOI:
https://doi.org/10.25749/sis.41329Keywords:
student satisfaction, net promoter score, higher educationAbstract
Student satisfaction is key to institutional well-being and prestige. This study applied the Net Promoter Score (NPS) methodology to evaluate student satisfaction at a Business School in a Peruvian university. A non-experimental, descriptive-level design and a mixed-methods approach were used, combining quantitative NPS analysis with qualitative content analysis in a case study. An NPS of +35 was obtained, with 53% promoters, 29% passives, and 18% detractors. Promoters mainly valued the teaching method, faculty quality, and infrastructure; passives highlighted academic innovation and overall student experience, while detractors expressed dissatisfaction with administrative aspects. It is concluded that NPS, complemented by content analysis, provides a deeper and more useful perspective for institutional decision-making aimed at continuous improvement.
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