Administrative Service Quality in a Mexican Intercultural University: Gap Using the SERVQUAL Model

Abstract

This study analyzes the quality of administrative services from students’ perceptions in a Mexican intercultural university by identifying gaps between expectations and perceptions using the SERVQUAL model. A mixed-method approach with quantitative predominance was employed, using a non-experimental, cross-sectional, descriptive–analytical design with a sample of 604 undergraduate students. The results reveal negative gaps across all dimensions, particularly in empathy (-0.86) and responsiveness (-0.80), with statistically significant differences (p < .001). These findings highlight the central role of relational components in perceived service quality. The main contribution of the study lies in incorporating a critical intercultural perspective into the interpretation of service quality gaps, showing that these discrepancies reflect not only operational shortcomings but also potential mismatches between standardized institutional practices and culturally situated expectations. The study concludes that improving service quality in intercultural contexts requires integrating approaches that recognize sociocultural diversity as a structural dimension of university management.