Bibliographic citations
Lopez, A., Santos, Y. (2021). Relación entre el nivel de recomendación y nivel de reputación de los servicios académicos del programa de Administración UPAO según metodología NPS – Piura 2021 [Tesis, Universidad Privada Antenor Orrego]. https://hdl.handle.net/20.500.12759/8206
Lopez, A., Santos, Y. Relación entre el nivel de recomendación y nivel de reputación de los servicios académicos del programa de Administración UPAO según metodología NPS – Piura 2021 [Tesis]. PE: Universidad Privada Antenor Orrego; 2021. https://hdl.handle.net/20.500.12759/8206
@misc{renati/1359156,
title = "Relación entre el nivel de recomendación y nivel de reputación de los servicios académicos del programa de Administración UPAO según metodología NPS – Piura 2021",
author = "Santos Zavaleta, Yersson Anthony",
publisher = "Universidad Privada Antenor Orrego",
year = "2021"
}
The main objective of the research was to demonstrate the relationship that exists between the level of recommendation with the level of reputation, this applied in the field of academic services provided to students of the 10th cycle of the UPAO PIURA Administration academic program. We used the Net Promoter Score questionnaire, known by its acronym as NPS, as a data collection instrument, validating the responses in a correlational way with the SPSS software. The interpretation of the results was carried out through the categories of recommendation and reputation established by the NPS methodology, considered as promoters who are satisfied and would recommend the academic service; the liabilities that their satisfaction is regular and the detractors that are not satisfied and would not recommend the academic service. It was demonstrated through the theory of the NPS, that there is a level of detractors of 51.10%, of liabilities 25.50% and of promoters 23.40% with respect to the level of recommendation of the UPAO and with the analysis of the data through the SPSS software applying Spearman's Rho statistical test, whose result was 0.808, concludes that the level of recommendation is associated with the reputation level of UPAO. Emphasizing that the level of recommendation is associated with a low level of reputation for dissatisfaction with the academic service.
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