Digital service quality and its influence on student satisfaction at a public university in Lima
DOI:
https://doi.org/10.37711/desafios.2025.16.2.3Keywords:
service quality, students, digital platform, satisfaction, national universityAbstract
Objective. To determine the influence of digital service quality on student satisfaction with the digital platform of a public university located in the district of Cercado de Lima, Peru, in 2024. Methods. A quantitative, explanatory-level, non-experimental, cross-sectional design was used. The study population consisted of 36,600 students enrolled during 2024, and a probabilistic sampling method determined a sample of 381 participants. Data were collected through a survey technique using a questionnaire distributed via email. For inferential analysis, a multiple linear regression model was applied. Results. Findings showed that 61.2 % of students rated the quality of digital service as fair, while 51.2% assessed their satisfaction level similarly. At the inferential level, the model yielded an R² of 0.565 with a significance of 0.000, indicating that digital service quality influences satisfaction by 56.5 %, representing a moderate-to-high level of explanatory power. The significant factors of digital service quality impacting satisfaction were system quality (14.8 %), reliability (19.8 %), information quality (12.6 %), responsiveness (13.4 %), and especially interactivity (22.8 %), the most influential factor. Conclusions. Digital service quality influences student satisfaction at the national university in Lima in 2024.
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