IDEAS home Printed from https://ideas.repec.org/a/pal/palcom/v12y2025i1d10.1057_s41599-025-05474-8.html
   My bibliography  Save this article

Navigating higher education during COVID-19: a systematic review and meta-analysis of NPS and customer experience in technological adoption

Author

Listed:
  • Sergio Pardo-Jaramillo

    (Universidad de La Sabana
    Universidad de La Sabana)

  • Daniel Aristizábal-Hernández

    (Universidad de La Sabana)

  • Paulo Cabrera

    (Universidad de La Sabana
    Fundación Cardioinfantil)

  • Ignacio Osuna Soto

    (Universidad de La Sabana)

  • Andres Muñoz-Villamizar

    (Universidad de La Sabana)

Abstract

The accelerated shift to digital learning in higher education, driven by the COVID-19 pandemic, significantly impacted student satisfaction and technology adoption. Utilizing the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) methodology, this systematic review and meta-analysis assesses the impact of this transition on student satisfaction, measured through the Net Promoter Score (NPS). Analysis across multiple educational programs reveals that postgraduate programs focused on educational innovation received a more favorable response to technological integration compared to undergraduate programs, which demonstrated lower NPS scores and encountered greater adaptation challenges. The findings highlight the necessity of conducting experimental research to further understand causal relationships between technology use and student satisfaction, considering diverse academic contexts, pedagogical strategies, and accessibility of resources. This research advances the discourse on digital transformation in education by emphasizing the importance of tailored technology-mediated strategies that address diverse student needs.

Suggested Citation

  • Sergio Pardo-Jaramillo & Daniel Aristizábal-Hernández & Paulo Cabrera & Ignacio Osuna Soto & Andres Muñoz-Villamizar, 2025. "Navigating higher education during COVID-19: a systematic review and meta-analysis of NPS and customer experience in technological adoption," Palgrave Communications, Palgrave Macmillan, vol. 12(1), pages 1-15, December.
  • Handle: RePEc:pal:palcom:v:12:y:2025:i:1:d:10.1057_s41599-025-05474-8
    DOI: 10.1057/s41599-025-05474-8
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41599-025-05474-8
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1057/s41599-025-05474-8?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:palcom:v:12:y:2025:i:1:d:10.1057_s41599-025-05474-8. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: https://www.nature.com/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.