The perception of service quality in higher education. The case of a private university located in the city of Xalapa, Veracruz, Mexico, from October 2023 to April 2024.
DOI:
https://doi.org/10.5281/zenodo.16577460Keywords:
service quality, perception of service quality, service quality in higher education institutionsAbstract
Knowing the level of satisfaction that consumers have with the product or service offered is a fundamental aspect since it contributes to achieving success in an organization, which is why for senior management to have diagnostic information on this factor is very important for decision making. The main purpose of this study was to estimate the level of perception of quality in the service experienced by students who attend a private university to obtain a bachelor’s degree or engineering degree, for which a survey was applied to a sample of 334 students. The data obtained allowed us to conclude that the current level of perception of students on the quality of service that they have just received from the university is GOOD. It also allowed us to conclude that “student seniority” could be an influential factor and that the gender of the informant does not influence the perception of the construct.
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