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Abstract
This research arose from the limitations identified by university students in the quality of academic service at higher education institutions. At the University of the Armed Forces (ESPE Latacunga), restrictions in administrative procedures, infrastructure, and individualized attention are observed, which leads to different perceptions among students. The main objective was to evaluate the degree of student satisfaction in order to identify their perception of the quality of academic service. The sample consisted of 185 students from the Department of Humanities and Social Sciences, using a non-random, purposive sampling. The questionnaire administered was based on the SERVPERF model adjusted to the university context. The results determined the dimensions of tangibility and reliability as crucial elements of quality perception, which explained 69.19% of the total variation. In addition, a high and significant correlation (r = 0.863) was verified between service quality and satisfaction, corroborating that students value both the physical conditions and the accuracy and compliance of administrative procedures. It was concluded that efficient, student-centered academic administration is essential for enhancing perceived quality, as it increases student satisfaction. Therefore, it is a foundation for institutional decision-making aimed at optimizing the educational experience in higher education.
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