Calidad de servicio y satisfacción del estudiante como cliente interno en una universidad pública peruana
Year: 2026
Type: article
Study design: Observational Study
Abstract: Background: University service quality constitutes a determining factor in student satisfaction, particularly when students are considered internal customers within institutional processes. Perceptions of service reliability, assurance, and fulfillment influence the academic experience and the evaluation of university management. Objective: To determine the influence of service quality on student satisfaction, considering students as internal customers in a Peruvian public university. Methodology: A quantitative, basic research study was conducted using a non-experimental, cross-sectional design with a correlational-causal scope. The population consisted of 250 students enrolled during the 2022-II academic term. A total of 105 valid questionnaires were analyzed, using Likert-scale instruments processed with IBM SPSS v25. Due to the non-normal distribution of the data, verified through the Kolmogorov-Smirnov test, ordinal regression was applied to estimate the effect of service quality on student satisfaction. Results: The findings showed that service quality explained 57.1% of the variability in student satisfaction (Nagelkerke = 0.571; p = 0.001). Additionally, differentiated effects were identified according to the evaluated dimensions: attractive requirements (35.5%), must-be requirements (49.7%), and one-dimensional requirements (55.6%). These findings indicate that service reliability and assurance are relevant factors influencing students' perceptions. Conclusions: Service quality significantly influences university student satisfaction as internal customers. Strengthening aspects related to reliability, assurance, and the fulfillment of expectations represents a strategic element for improving the educational experience and institutional management.
Language: English
Subfield: Marketing
Domain: Social Sciences
SDG: Quality education
Open Access status: diamond
OpenAlex ID: W7220701812