Dataset - Effects of User-Centric Approach (UCA) on Customer Acquisition, Retention, and Satisfaction (CARS) for a Software as a Service (SaaS) Start-up in Rwanda.

This dataset supports research on the adoption and user experience of a cloud-based Software-as-a-Service (SaaS) educational platform – Academic Bridge (AB) – operating in an East African institutional context. The study investigates the extent to which User-Centred Approach (UCA) principles are applied by the service provider and how these translate into Customer Acquisition, Retention and Satisfaction (CARS) as perceived by end-user institutions.

Data were collected through a structured questionnaire administered to institutional representatives (administrators and staff) from educational institutions (schools and universities) that have contracted Academic Bridge as their SaaS school data management provider. Responses were gathered across public, private, and international institutions spanning nursery/primary, secondary/technical, and university levels.