SERVQUAL measurement model and service quality in a private educational institution in Ica, 2022

• Autores: Romaní-Pillpe, Guillermo, Macedo-Inca, Keila S.
• Formato: artículo
• Fecha de Publicación: 2023
• Institución: Universidad Nacional Hermilio Valdizan
• Repositorio: Revistas - Universidad Nacional Hermilio Valdizán
• Lenguaje: español
• OAI Identifier: oai:revistas.unheval.edu.pe:article/1854
• Enlace del recurso: http://revistas.unheval.edu.pe/index.php/gacien/article/view/1854
• Nivel de acceso: acceso abierto
• Materia: calidad; servicio; medición; SERVQUAL; educación; quality; service; measurement; education

Objective. To determine the relationship between the SERVQUAL measurement model and service quality in a private educational institution in Ica (Peru), during 2022. Methods. The study had a quantitative approach, non-experimental design, being an applied research. The population consisted of 31 parents. Two instruments were applied: the adapted SERVQUAL measurement model (22 items) and the service quality measurement model (14 items). Results. The hypothesis was inferred using Spearman's nonparametric rho test. A result of p = 0.01 was obtained to contrast the general hypothesis. Therefore, the correlation was significant enough to accept h1 and reject h0, formulated at the beginning of the research. Conclusion. There is a very strong positive correlation between the SERVQUAL measurement model and the quality of service as perceived by the parents of a private institution in the province of Ica.