Perception of quality of university education service in times of Covid- 19

Abstract

The objective of the present work was to determine the level of perception of the quality of university educational service in times of Covid- 19 in a university in Lima. The applied method corresponds to the quantitative approach, under the basic design with a descriptive level. The sample consisted of 125 students chosen by convenience, non-probability sampling. The technique used was the survey and the collection instrument was the questionnaire, it also had an expert validation and the SPSS Statistics 27 software was used for data processing, the instrument used was the SERVQUAL of Parasuraman et al. (1988), where five dimensions of the Service Quality variable are identified, which were identified as: Tangibility, reliability, responsiveness, security and empathy. The results confirm the importance of the quality of services in the educational field, since it is verified that the perception of students regarding the quality of educational services is good and significant.