Iso 9001:2015 certification and student satisfaction in a private educational institution in Peru

Abstract

“The ISO 9001 standard and its QMS, adequately adapted in educational settings, achieve immediate and lasting results, which contribute to the improvement of education. These results support and advise its use in other educational organizations.” Arribas Diaz, J.A. and Martínez-Mediano, C.[1. p.1137]. "The implementation of the ISO 9001 standard in educational centers of the primary stage really produces the expected objectives." Espiñeira-Bellón, E. M., Mato Vázquez, D., & Mariño Barral, M. del C. [2. p.103]. There are many qualitative and quantitative benefits that the ISO 9001 quality management standard brings to companies. “The continuous improvement of the quality of products and services. The friendly and timely attention to the needs and expectations of the users, the transparency in the development of processes, the best assurance in the fulfillment of the objectives”. Lizarzaburu Bolaños, Edmundo R. [3. p.51]. This research aimed to determine the relationship of the ISO 9001:2015 certification in student satisfaction. The research is quantitative, basic, of a correlational type and of a non-experimental cross-sectional design. The technique was the survey and the instrument a questionnaire, focused on the variables and dimensions of the study. The sample was 253 students from an educational institution. The results when applying the Rho Spearman statistical test indicate that there is a significant correlation (0.696) between the ISO 9001:2015 certification and student satisfaction; there is a significant correlation (0.537) between the customer focus and teaching-learning dimensions; there is a significant correlation (0.573) between the customer focus and student service dimensions; there is a significant correlation (0.573) between the dimensions of continuous improvement and teaching-learning; there is a significant correlation (0.639) between the improvement dimensions.