Calidad de servicio y satisfacción del estudiante como cliente interno en una universidad pública peruana

Service quality and student satisfaction as internal customer in a Peruvian public university

Contenido principal del artículo

Autores/as

Contexto: La calidad del servicio universitario constituye un factor determinante para la satisfacción estudiantil, especialmente al considerar al estudiante como cliente interno dentro de los procesos institucionales. La percepción sobre la confiabilidad, seguridad y cumplimiento de los servicios influye en la experiencia académica y en la valoración de la gestión universitaria. Objetivo: Determinar la influencia de la calidad de servicio sobre la satisfacción del estudiante considerado como cliente interno en una universidad pública peruana. Metodología: Se desarrolló una investigación con enfoque cuantitativo, de tipo básico, diseño no experimental, transversal y alcance correlacional-causal. La población estuvo conformada por 250 estudiantes del ciclo académico 2022-II. Se analizaron 105 cuestionarios válidos, aplicados mediante instrumentos tipo Likert y procesados con IBM SPSS v25. Debido a la distribución no normal de los datos, verificada mediante la prueba de Kolmogorov-Smirnov, se empleó regresión ordinal para estimar el efecto de la calidad de servicio sobre la satisfacción estudiantil. Resultados: Los resultados evidenciaron que la calidad de servicio explicó el 57,1 % de la variabilidad de la satisfacción del estudiante (Nagelkerke = 0,571; p = 0,001). Asimismo, se identificaron efectos diferenciados según las dimensiones evaluadas: requisito atractivo (35,5 %), requisito obligatorio (49,7 %) y requisito unidimensional (55,6 %). Estos hallazgos muestran que la confiabilidad y la seguridad del servicio presentan una relación relevante con la percepción estudiantil. Conclusiones: La calidad de servicio influye significativamente en la satisfacción del estudiante universitario como cliente interno. El fortalecimiento de aspectos vinculados con la confiabilidad, seguridad y cumplimiento de expectativas constituye un elemento estratégico para mejorar la experiencia educativa y la gestión institucional.
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.

Detalles del artículo

Cómo citar
Bustillos Robles, H., Javier Rios, Y. E., Carrión Cárcamo, C. R., & Ureta Crisóstomo, O. N. (2026). Calidad de servicio y satisfacción del estudiante como cliente interno en una universidad pública peruana. Impulso, Revista De Administración, 6(16), 1-16. https://doi.org/10.59659/impulso.v.6i16.372
Número
Vol. 6 Núm. 16 (2026): Volumen 6 | Número 16 | Octubre – Diciembre - 2026
Sección
Artículos de Investigación
Creative Commons License

Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-CompartirIgual 4.0.

Cómo citar

Bustillos Robles, H., Javier Rios, Y. E., Carrión Cárcamo, C. R., & Ureta Crisóstomo, O. N. (2026). Calidad de servicio y satisfacción del estudiante como cliente interno en una universidad pública peruana. Impulso, Revista De Administración, 6(16), 1-16. https://doi.org/10.59659/impulso.v.6i16.372

Referencias

Arambewela, R., & Hall, J. (2009). An empirical model of international student satisfaction. Asia Pacific Journal of Marketing and Logistics, 21(4), 555–569. https://doi.org/10.1108/13555850910997599

Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: The case of university education. European Journal of Marketing, 31(7), 528–540. https://doi.org/10.1108/03090569710176655

Bernal, C. A. (2016). Metodología de la investigación (4ª ed.). Pearson Educación. https://openlibrary.org/works/OL15190179W

Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49. https://doi.org/10.1509/jmkg.65.3.34.18334

Brochado, A. (2009). Comparing alternative instruments to measure service quality in higher education. Quality Assurance in Education, 17(2), 174–190. https://doi.org/10.1108/09684880910951381

Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811–828. https://doi.org/10.1108/03090560210430818

Clemes, M. D., Gan, C. E. C., & Kao, T. H. (2008). University student satisfaction: An empirical analysis. Journal of Marketing for Higher Education, 17(2), 292–325. https://doi.org/10.1080/08841240801912831

Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.1177/002224299205600304

Douglas, J., McClelland, R., & Davies, J. (2008). The development of a conceptual model of student satisfaction with their experience in higher education. Quality Assurance in Education, 16(1), 19–35. https://doi.org/10.1108/09684880810848396

Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784

Hernández-Sampieri, R., & Mendoza, C. (2018). Metodología de la investigación: Las rutas cuantitativa, cualitativa y mixta. McGraw-Hill Education. https://openlibrary.org/works/OL35168569W

Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164–174. https://hbr.org/1994/03/putting-the-service-profit-chain-to-work-2

Joseph, M., Yakhou, M., & Stone, G. (2005). An educational institution's quest for service quality: Customers' perspective. Quality Assurance in Education, 13(1), 66–82. https://doi.org/10.1108/09684880510578669

Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Journal of the Japanese Society for Quality Control, 14(2), 39–48. https://ci.nii.ac.jp/naid/10025070768

Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172–198. https://doi.org/10.1108/17566690910971445

Lawshe, C. H. (1975). A quantitative approach to content validity. Personnel Psychology, 28(4), 563–575. https://doi.org/10.1111/j.1744-6570.1975.tb01393.x

Loveman, G. W. (1998). Employee satisfaction, customer loyalty, and financial performance. Journal of Service Research, 1(1), 18–31. https://doi.org/10.1177/109467059800100103

Ñaupas, H., Valdivia, M. R., Palacios, J. J., & Romero, H. E. (2018). Metodología de la investigación cuantitativa-cualitativa y redacción de la tesis (5ª ed.). Ediciones de la U. https://openlibrary.org/works/OL20066736W

Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. https://www.sciencedirect.com/science/article/pii/0022435988900316

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58(1), 111–124. https://doi.org/10.1177/002224299405800109

Rucci, A. J., Kirn, S. P., & Quinn, R. T. (1998). The employee-customer-profit chain at Sears. Harvard Business Review, 76(1), 82–97. https://hbr.org/1998/01/the-employee-customer-profit-chain-at-sears

Sahney, S., Banwet, D. K., & Karunes, S. (2004). Conceptualizing total quality management in higher education. The TQM Magazine, 16(2), 145–159. https://doi.org/10.1108/09544780410523044

Sultan, P., & Wong, H. Y. (2010). Service quality in higher education: A review and research agenda. International Journal of Quality and Service Sciences, 2(2), 259–272. https://doi.org/10.1108/17566691011057393

Superintendencia Nacional de Educación Superior Universitaria [SUNEDU]. (2019, 13 de diciembre). Sunedu otorga la licencia institucional a la Universidad Nacional de Educación Enrique Guzmán y Valle [Comunicado de prensa]. https://www.sunedu.gob.pe/sunedu-otorga-licencia-institucional-universidad-nacional-de-educacion-enrique-guzman-y-valle/

Tan, K. C., & Shen, X. X. (2000). Integrating Kano's model in the planning matrix of quality function deployment. Total Quality Management, 11(8), 1141–1151. https://doi.org/10.1080/095441200440395

Vergiú, J. C. (2021). Satisfacción de calidad de servicio en los estudiantes de las Facultades de Ingeniería de la Universidad Nacional Mayor de San Marcos, Perú. Una mirada a través del modelo SERVQUAL. Revista Búsqueda, 8(1), e536. https://doi.org/10.21892/01239813.536

Wiers-Jenssen, J., Stensaker, B., & Grøgaard, J. B. (2002). Student satisfaction: Towards an empirical deconstruction of the concept. Quality in Higher Education, 8(2), 183–195. https://doi.org/10.1080/1353832022000004377

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203