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VOL. 11, ISSUE 2 (2025)
Application of the SERVQUAL model to evaluate service quality in a University
Authors
Manuel Baro, Manuel R Piña Monárrez, Judith Valdiviezo
Abstract
This study applies the SERVQUAL model to evaluate perceived service
quality within a higher education institution (University X). Using a
cross-sectional quantitative approach, the survey captured expectations and
perceptions across the five SERVQUAL dimensions: Tangibles, Reliability,
Responsiveness, Assurance (Security), and Empathy. A sample of 200 student
respondents was used to illustrate the instrument application and interpret gap
scores (Perception Expectation). Results indicate negative gaps in most
dimensions, with Empathy showing the largest deficiency. Practical
recommendations for improving student services and administrative
responsiveness are provided.
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Pages:40-41
How to cite this article:
Manuel Baro, Manuel R Piña Monárrez, Judith Valdiviezo "Application of the SERVQUAL model to evaluate service quality in a University". National Journal of Advanced Research, Vol 11, Issue 2, 2025, Pages 40-41
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