Calidad del servicio y la fidelidad de los estudiantes de Pregrado de la Facultad de Ciencias Administrativas, UNMSM, Lima

The quality of service is a fundamental axis in education, not only because of the greater demands that exist today, but also because of the exponential growth of the number of universities in the country, which makes them seek to meet the needs of their students so that they recommend their home or continue their studies. For this reason, the objective of this research was to find the relationship between the quality of service and the loyalty of undergraduate students of the School of Administrative Sciences of the Universidad Nacional Mayor de San Marcos (UNMSM). To achieve this, a quantitative, non-experimental, cross-sectional and correlational method was used, through a 28-question questionnaire applied to 328 students. In this study, it was found that 76.9% of the students perceived the quality of service as medium-low, and 81.1% of the students had medium-low loyalty to the university. In conclusion, a moderate and positive relationship was found between service quality and student loyalty, with quality of support, academic quality, and quality of career opportunities being the factors most related to loyalty.