Quality of service in students of a national university in lima, 2020

Abstract

The coronavirus disease COVID-19 has changed the form of education from face-to-face to remote in order to reduce the contagion in students of all educational levels. The main objective of this study was to determine the level of perception of service quality in times of pandemic in students of a national university in Lima. The sample was intentional made up of 142 education students. The design is non-experimental, descriptive, with a quantitative approach and a Basic type of research. The instrument used was an adaptation of the SERVQUAL questionnaire on quality of services and the data collected were analyzed using the SPSS statistical program. The results of the study show a high level of perception with 66.9% of the services provided by the university to students and how quickly it was adapted to a remote education marked by the COIVD-19. It is concluded that it is important to always measure the quality of educational service and more one in these times of pandemic, to be able to make the modifications due or on time and maintain the good atmosphere of the university community expressed in virtuality.