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Analysis of the service of a higher education institution in times of pandemic using the SERVPERF model

Abstract:

This article presents the analysis of the result of the application of the SERVPERF model that allows knowing the perception of the service of the users of the student attention management model of the Private Technical University of Loja. The method used is empirical through the use of a Likert scale, reliability and factorial analysis of the proposed items, which were collected through a survey of students. The results found allowed knowing the student's perception and the validity of the instrument used, which reflects the relationship with the results of other similar studies. The evaluation of the experience is the most relevant result according to the model and the least is found in response times.