CUSTOMER SATISFACTION AS A STRATEGIC INDICATOR OF QUALITY IN EDUCATIONAL INSTITUTIONS

Abstrak

Customer satisfaction is one of the key factors in improving the quality of educational institutions. Educational institutions are expected to meet the needs of their customers. When these needs are fulfilled, institutions will be able to develop and enhance their quality, allowing them to remain competitive. Customer satisfaction is closely related to the quality of educational institutions. If customer satisfaction is not achieved, meaning the institution fails to meet the needs of its customers, then the institution cannot be considered to have high quality. On the other hand, if an institution is able to fulfill customer needs, it can be regarded as a quality institution