IN ORDER TO CARRY OUT CONTINUOUS IMPROVEMENT IN UNIVERSITIES, IT IS NECESSARY TO INVESTIGATE WHAT INTERESTS THE STUDENT REGARDING THE QUALITY OF THE SERVICES THAT AFFECT STUDENT SATISFACTION, FOR WHICH A STUDY OF THE LITERATURE ON THE ATTRIBUTES THAT EMANATE FROM THE QUALITY OF SERVICES TO DEVELOP LATER THE RESEARCH INSTRUMENT MAKING USE OF THE SERVPERF MODEL IN ITS VARIOUS DIMENSIONS WHICH ARE: TANGIBILITY, SECURITY, EMPATHY, RELIABILITY, AND SENSITIVITY. TO OBSERVE THE LEVEL OF QUALITY BASED ON THE DATA OBTAINED, HYPOTHESES WERE RAISED, WHICH WERE VALIDATED WITH STATISTICAL TESTS USING THE IBM SPSS SOFTWARE. LIKEWISE, WITH THE DATASET OF THE PERCEPTION SURVEY, A BUSINESS INTELLIGENCE SOLUTION WAS IMPLEMENTED USING POWER BI DESKTOP, USED FOR THE DEVELOPMENT OF THE AGILE SCRUM METHODOLOGY, SO THAT IT CAN BE VISUALIZED IN A DASHBOARD FOR DECISION MAKING, THE LATTER BEING IMPORTANT SINCE N...