Abstract
Factors affecting customer satisfaction within a public school was investigated by defining both parents and students as the customers of a public junior high school. Parents (n=121) and students (n=141) completed questionnaires related to customer satisfaction. Results of factor analysis indicated two factors that promoted parents and studentssatis faction as customers. These were the educational environment, both human and device, and academic improvement. Parents. 1 criterion for both factors was of a higher standard than student's criterion. Parents of female students had higher expectations regarding the human educational environment than those of male students. School facilities, services, and club activities; significantly influenced parents and students satisfaction. Moreover, parentchildrelations might interact with the human educational environment. These results indicate that the understanding of customer needs is a prerequisite for the management of public schools.
