Abstract:

In the context of higher education institutions, service quality has taken on a key role in ensuring student satisfaction, especially in a competitive environment among universities in Lima. The present study aims to analyze the influence of perceived service quality on student satisfaction at a higher education institution in East Lima, 2025. The study has a quantitative approach, with a non-experimental and cross-sectional design, and the level of analysis is based on a multiple linear regression model. A total of 383 students were surveyed using a simple random method for the convenience of the researchers. The coefficient of determination was (R^2= 0.429), indicating that 42.9% of the variability in student satisfaction depends on the predictor variables. However, only two dimensions of service quality significantly influence student satisfaction: reliability (β = 0.582; p < 0.001) and safety (β = 0.130; p = 0.031), with reliability being the most influential predictor, indicating that delivering on promises and building trust in the service is key to increasing the satisfaction of higher education students. The other dimensions, such as tangibility (β = -0.047; p = 0.333), responsiveness (β = 0.023; p = 0.734), and empathy (β = -0.016; p = 0.810), did not show statistically significant effects. This research determined that the assessment of educational service quality has a significant influence on student satisfaction, albeit in a limited way.